Trading Complaints Lead — SOPs, Training & Compliance

Atome; Kuala Lumpur; On-site; MYR 100,000 - 160,000; Full time

Job summary

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

The role requires leadership, strong analytical skills, and the ability to coordinate with Compliance, Risk, Product, IT, and Finance to enhance customer experience and mitigate compliance risks.

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 with ability to identify trends from data.
• Excellent written and verbal English communication; professional tone.

Responsibilities

• Oversee trading complaints management, ensuring efficiency and compliance.
• Develop, refine, and update SOPs, FAQs, and training materials.
• Analyze complaint data to identify trends and drive improvements across departments.
• Handle complex and high-impact complaint cases with expert decision support.
• Ensure processes comply with local regulations by coordinating with Compliance.
• Lead and train the complaints team to enhance expertise and communication.
• Collaborate with IT, Risk, Finance, and Product to improve systems related to complaints.
• Report trends, data insights, and recommendations to management.

Skills

Leadership

Analytical skills

Communication

SOP development

Regulatory compliance

Job description

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

The role requires leadership, strong analytical skills, and the ability to coordinate with Compliance, Risk, Product, IT, and Finance to enhance customer experience and mitigate compliance risks.