Trading Complaints Lead - Compliance-Savvy CS Team Lead

Hytech; Kuala Lumpur; On-site; MYR 90,000 - 140,000; Full time

Job summary

Hytech is seeking a Trading Complaints Lead to oversee and optimize complaints management across trading activities, ensuring efficiency, accuracy, and regulatory compliance. You will partner with Compliance, Risk, Product, IT, and Finance teams to drive improvements, coach the complaints staff, and deliver data-driven insights to management.

You will lead complex cases, develop SOPs and training materials, analyze trends from data, and ensure alignment with regulatory requirements through close

Qualifications

• 3–5 years in complaints management or trading support.
• Experience in SOPs, FAQs, and training programs.
• Strong analytical skills to identify trends from complaint data and propose improvements.
• Excellent written and verbal English communication.
• Understanding of financial industry compliance requirements.

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 Compliance.
• Lead and train the complaints team to enhance expertise and customer communication.
• Act as a liaison between departments, collaborating with IT, Risk, Finance, and Product teams.
• Report key complaint trends, data insights, and recommendations to management regularly.

Skills

Leadership

SOP development

Data analysis

Complaint handling

Regulatory awareness

English communication

Cross-functional collaboration

Documentation

Job description

Hytech is seeking a Trading Complaints Lead to oversee and optimize complaints management across trading activities, ensuring efficiency, accuracy, and regulatory compliance. You will partner with Compliance, Risk, Product, IT, and Finance teams to drive improvements, coach the complaints staff, and deliver data-driven insights to management.

You will lead complex cases, develop SOPs and training materials, analyze trends from data, and ensure alignment with regulatory requirements through close