Client Relations Supervisor

Zad; Kuwait; On-site; KWD 7,000 - 11,000; Full time

Job summary

ZAD, a Kuwait-based financial services group, seeks a Client Relations Supervisor to lead the client relations team in day-to-day query allocation across channels and support onboarding, documentation, and trading activity. The role emphasizes accuracy, timely responses, and escalation management to maintain high service levels.

Collaborating with AML & KYC, Compliance & Legal and Local Market Operations, the supervisor ensures Shariah-aligned messaging and readiness for Kuwait Stock Exchange

Qualifications

• Bachelor degree in Business, Finance, Marketing or related field.
• 4+ years in client service, call centre or brokerage client support.
• 2+ years supervising or coordinating a client-facing team.
• Fluent Arabic and English (written and spoken).
• Working knowledge of CMA and Central Bank of Kuwait requirements.
• Experience with CRM or ticketing systems and service level reporting.
• Familiarity with brokerage account opening and KYC documentation is an advantage.

Responsibilities

• Supervise daily allocation and coverage of client queries across phone, email and digital channels.
• Resolve escalated client complaints and record outcomes through to closure.
• Monitor response and resolution times against agreed service levels and act on breaches.
• Review a sample of client interactions for accuracy, tone and Shariah and regulatory consistency.
• Coordinate with AML & KYC on client onboarding documentation and pending account cases.
• Brief and train team members on new products, market launches and procedure changes.
• Maintain accurate client records and case notes in company systems.
• Report client issue trends and recurring root causes to the Client Relations Manager.
• Support readiness of client-facing scripts and FAQs for Kuwait Stock Exchange and ADGM market launches.
• Team supervision
• Clear client communication
• Regulatory awareness
• Cross-unit coordination

Skills

Client service

Supervision

Bilingual Arabic English

CRM systems

Education

Bachelor degree in Business/Finance/Marketing

Tools

CRM/ticketing systems

Job description

ZAD is the brainchild of a group of young, passionate Kuwaiti financial professionals driven by a vision of fostering a culture of investment in Kuwait. And for this team, Zad began as a means to answer a need in the market: the need to make investment an accessible concept and viable choice for a broader audience

Job Description

The Client Relations Supervisor runs the day to day work of the client relations team: allocating queries across channels, supervising responses to client requests on account opening, documentation and trading activity, and handling escalations that frontline agents cannot close. The role owns the queue, meaning response and resolution times, quality of what is said to clients, and the accuracy of what is recorded in the client record. Working alongside AML & KYC, Compliance & Legal and Local Market Operations, the Supervisor makes sure client-facing answers are consistent with ZAD's Shariah-compliant product set and current regulatory position, and supports readiness as the Kuwait Stock Exchange and UAE (ADGM) offerings go live.

Responsibilities

• Supervise daily allocation and coverage of client queries across phone, email and digital channels.
• Resolve escalated client complaints and record outcomes through to closure.
• Monitor response and resolution times against agreed service levels and act on breaches.
• Review a sample of client interactions for accuracy, tone and Shariah and regulatory consistency.
• Coordinate with AML & KYC on client onboarding documentation and pending account cases.
• Brief and train team members on new products, market launches and procedure changes.
• Maintain accurate client records and case notes in company systems.
• Report client issue trends and recurring root causes to the Client Relations Manager.
• Support readiness of client-facing scripts and FAQs for Kuwait Stock Exchange and ADGM market launches.
• Team supervision
• Clear client communication
• Regulatory awareness
• Cross-unit coordination

Hiring Criteria

• Bachelor degree in Business, Finance, Marketing or related field.
• Four or more years in client service, call centre or brokerage client support.
• At least two years supervising or coordinating a client-facing team.
• Fluent written and spoken Arabic and English.
• Working knowledge of CMA and Central Bank of Kuwait client-facing requirements.
• Experience with CRM or ticketing systems and service level reporting.
• Familiarity with brokerage account opening and KYC documentation is an advantage.