Trading Complaints Lead — Compliance & CX

Fuku; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

Hytech is seeking a Trading Complaints Lead in Kuala Lumpur to oversee and optimize the trading complaints management process, ensuring efficiency, consistency, and regulatory compliance. You will handle complex cases and work with Compliance, Risk, Product, and IT to improve customer experience and mitigate risks.

This role requires 3-5 years in complaints management or trading support with leadership experience, strong English communication, and the ability to guide SOPs, FAQs, and training

Qualifications

• 3–5 years in complaints management or trading support with leadership preference.
• Proven ability to develop SOPs, FAQs, and training programs.
• Strong analytical skills to identify trends from complaint data.
• Excellent written and verbal English with professional grammar.
• Ability to work with Compliance and Legal teams in a fast-paced environment.

Responsibilities

• Oversee trading complaints management, ensuring efficiency and 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 with Compliance.
• Lead and train the complaints team to enhance expertise and customer communication skills.
• Collaborate 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

Complaint management

Business communication

Data analysis

Regulatory awareness

Job description

Hytech is seeking a Trading Complaints Lead in Kuala Lumpur to oversee and optimize the trading complaints management process, ensuring efficiency, consistency, and regulatory compliance. You will handle complex cases and work with Compliance, Risk, Product, and IT to improve customer experience and mitigate risks.

This role requires 3-5 years in complaints management or trading support with leadership experience, strong English communication, and the ability to guide SOPs, FAQs, and training