Legal Response Operations Lead

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

Benefits offered by this job

L&D programs and Education subsidy

Team building programs

Wellness and meal allowances

Healthcare for employees and dependans

Job summary

OKX is seeking a proactive leader to manage a team of Legal Response agents in Kuala Lumpur, focusing on triaging law enforcement requests, maintaining SLAs, and coaching team members. The role requires strong data-driven decisions and collaboration with Legal, Compliance, Risk, and Customer Service.

We value clear communication, the ability to work in a fast-paced environment, and a willingness to rotate shifts to support 24x7 operations at our Tun Razak Exchange office in Kuala Lumpur.

Qualifications

• A degree in law, compliance, or related field, or equivalent experience.
• Experience leading or supervising a team.
• Strong ability to read SLA/volume/error dashboards and use data for day-to-day decisions.
• Excellent written and verbal communication; detail-oriented under time pressure.
• Able to work independently and as part of a team.
• Comfortable in a fast-paced, dynamic environment with changing priorities.
• Strong people skills and ability to stay calm under pressure.
• Willing to work rotational shifts to support 24x7 operations.
• Willing to work in Tun Razak Exchange (TRX) area.

Responsibilities

• Lead a team of Legal Response agents day-to-day: assign and triage incoming law enforcement requests, monitor SLA and quality performance, and step in on complex or time-sensitive cases.
• Coach and develop team members, conduct regular 1:1s, and flag performance or capacity issues to your Manager.
• Act as first-line escalation point for law enforcement requests and internal stakeholder queries (Legal, Compliance, Risk, Customer Service).
• Maintain and enforce SOPs for handling law enforcement and regulatory requests; surface process gaps or inefficiencies to your Manager with a recommended fix.
• Own team-level metrics and reporting: SLA adherence, backlog aging, error rate, and volume trends.
• Serve as subject matter expert on law enforcement request handling for your team and adjacent functions.
• Maintain working knowledge of company products sufficient to communicate credibly with external stakeholders (law enforcement, legal representatives).
• Support your Manager on process improvements, projects, and cross-team initiatives as needed.
• Ensure daily operations run smoothly; elevate incidents to your Manager and relevant stakeholders in a timely manner.
• Monitor SLA, backlog, and error-rate KPIs; identify trends and quality issues before they escalate.
• Conduct weekly/monthly performance reviews with team members.
• Coordinate with L&D on training and retraining needs identified through performance monitoring.
• Lead or contribute to process improvement projects and workshops.
• Plan team shift schedules to maintain 24x7 coverage, and manage shrinkage against plan.
• Participate in recruitment activities ( screening, interviewing) for the team.

Education

Law, compliance or related field degree

Job description

OKX is seeking a proactive leader to manage a team of Legal Response agents in Kuala Lumpur, focusing on triaging law enforcement requests, maintaining SLAs, and coaching team members. The role requires strong data-driven decisions and collaboration with Legal, Compliance, Risk, and Customer Service.

We value clear communication, the ability to work in a fast-paced environment, and a willingness to rotate shifts to support 24x7 operations at our Tun Razak Exchange office in Kuala Lumpur.