Client Relations Supervisor

Zad; Kuwait City; On-site; KWD 12,000 - 18,000; Full time

Job summary

ZAD in Kuwait City seeks a Client Relations Supervisor to oversee the client relations team, allocate queries across channels, supervise responses on account opening, documentation and trading activity, and handle escalations.

You will ensure client-facing answers are accurate and aligned with Shariah-compliant products and regulatory positions, supporting readiness for Kuwait Stock Exchange and ADGM market launches.

Qualifications

• Bachelor degree in Business, Finance, Marketing or related field.
• 4+ years in client service, call centre or brokerage client support.
• At least 2 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.

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.

Skills

Team supervision

Complaint handling

Service level discipline

Clear client communication

Bilingual correspondence

Regulatory awareness

Attention to detail

Cross-unit coordination

Composure under pressure

Education

Bachelor degree in Business, Finance, Marketing or related field

Tools

CRM

Ticketing systems

Job description

About ZAD

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.

Competencies

• Team supervision
• Complaint handling
• Service level discipline
• Clear client communication
• Bilingual correspondence
• Regulatory awareness
• Attention to detail
• Cross-unit coordination
• Composure under pressure

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.