Trading Complaints Lead: Client Experience & Compliance

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, ensuring efficiency, consistency, and regulatory compliance across Compliance, Risk, Product, and IT.

You will directly handle complex cases, lead initiatives to improve SOPs, FAQs, and training materials, and collaborate with global teams to enhance customer experience while mitigating compliance risks.

Qualifications

• 3-5 years of experience in complaints management, customer service, or trading support.
• Experience developing SOPs, FAQs, and training programs.
• Strong analytical skills to identify trends from complaint data.
• Excellent written and verbal English communication.
• Ability to work 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 with expert decision-making support.
• Ensure compliance with local regulations by working with the Compliance team.
• Lead and train the complaints team to enhance expertise and communication skills.
• Collaborate with IT, Risk, Finance, and Product teams to improve complaints-related systems.
• Report key trends and recommendations to management regularly.

Skills

Complaints management

Leadership

SOP development

Training programs

Data analysis

English communication

Job description

Hytech is seeking a Trading Complaints Lead to oversee and optimize the trading complaints management process, ensuring efficiency, consistency, and regulatory compliance across Compliance, Risk, Product, and IT.

You will directly handle complex cases, lead initiatives to improve SOPs, FAQs, and training materials, and collaborate with global teams to enhance customer experience while mitigating compliance risks.