Customer Service Team Lead - Complaints

Hytech; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Hytech is seeking a Trading Complaints Lead to oversee and optimize the trading complaints management process across global teams, ensuring efficiency and regulatory compliance. You will directly handle complex cases and drive improvements to SOPs, training materials, and FAQs.

The role requires 3-5 years in complaints management or trading support, leadership experience, strong English communication, and solid analytical and problem-solving skills in a fast-paced financial services environment.

Qualifications

• 3-5 years of experience in complaints management, customer service, or trading support.
• Proven ability to develop and implement SOPs, FAQs, and training programs.
• Strong analytical skills, capable of identifying trends from complaint data and proposing improvement strategies.
• Excellent written and verbal communication skills in English, with the ability to convey ideas clearly and professionally.
• Strong logical thinking, multi-tasking abilities, and problem-solving skills in a fast-paced environment.
• Understanding of financial industry compliance requirements and ability to work effectively with Compliance and Legal teams.

Responsibilities

• Oversee trading complaints management, ensuring efficiency and adherence to compliance requirements.
• Develop, refine, and update complaint handling SOPs, FAQs, and training materials.
• Analyze complaint data to identify trends and drive cross-departmental improvements.
• Handle complex and high-impact complaint cases, providing expert decision-making support.
• Ensure all complaint-handling processes comply with local regulations by working closely with the Compliance team.
• Lead and train the complaints team to enhance their expertise and customer communication skills.
• Act as a liaison between departments, collaborating with IT, Risk, Finance, and Product teams to drive product and system improvements related to complaints.
• Report key complaint trends, data insights, and recommendations to management regularly.

Skills

Leadership

Analytical skills

English communication

Regulatory awareness

Problem-solving

Job description

Hytech is a management consulting company headquartered in Australia and Singapore, focusing on providing digital transformation solutions for the fintech and Financial Services industries. Our services cover multiple areas such as back-office operation support, Human Resource Planning, payment systems, and risk control, committed to providing comprehensive and professional service support to clients.

With a team of over 2,000 professionals worldwide, we have deep industry insights and localization implementation capabilities to ensure efficient business progress while complying with local regulations. Hytech always focuses on mid- and back-end solutions, without involving any front-end or transaction-related businesses, continuously helping customers achieve secure, compliant, and sustainable digital transformation.

Ideal Candidate:

We are looking for a highly skilled professional with strong experience in complaints management, particularly in trading-related matters. The ideal candidate will have a deep understanding of complaint handling processes, be able to develop and refine SOPs, FAQs, and training frameworks, and effectively communicate across departments. Strong leadership, compliance awareness, and problem-solving abilities are essential for success in this role.

Role Overview:

As the Trading Complaints Lead, you will be responsible for overseeing and optimizing the trading complaints management process to ensure efficiency, consistency, and regulatory compliance. You will directly handle complex complaint cases, lead initiatives to improve SOPs, training, and FAQs, and enhance the team's ability to manage customer complaints effectively. This role requires close collaboration with multiple departments and global teams- including Compliance, Risk, Product, and IT- to improve customer experience and mitigate compliance risks.

Responsibilities:

• Oversee trading complaints management, ensuring efficiency and adherence to compliance requirements.
• Develop, refine, and update complaint handling SOPs, FAQs, and training materials, ensuring effective execution within the team.
• Analyze complaint data to identify trends and drive cross-departmental improvements.
• Handle complex and high-impact complaint cases, providing expert decision-making support.
• Ensure all complaint-handling processes comply with local regulations (e.g., ASIC, FCA) by working closely with the Compliance team.
• Lead and train the complaints team to enhance their expertise and customer communication skills.
• Act as a liaison between departments, collaborating with IT, Risk, Finance, and Product teams to drive product and system improvements related to complaints.
• Report key complaint trends, data insights, and recommendations to management regularly.

Requirements:

• 3-5 years of experience in complaints management, customer service, or trading support, with leadership experience preferred.
• Proven ability to develop and implement SOPs, FAQs, and training programs.
• Strong analytical skills, capable of identifying trends from complaint data and proposing improvement strategies.
• Excellent written and verbal communication skills in English, with the ability to convey ideas clearly and professionally. Strong command of grammar.
• Strong logical thinking, multi-tasking abilities, and problem-solving skills in a fast-paced environment.
• Understanding of financial industry compliance requirements and ability to work effectively with Compliance and Legal teams.