Trading Complaints Lead — SOPs, Training & 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 across global teams, ensuring efficiency and regulatory compliance. You will directly handle complex cases and drive improvements to SOPs, training materials, and FAQs.

The role requires 3-5 years in complaints management or trading support, leadership experience, strong English communication, and solid analytical and problem-solving skills in a fast-paced financial services environment.

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, capable of identifying trends from complaint data and proposing improvement strategies.
• Excellent written and verbal communication skills in English, with the ability to convey ideas clearly and professionally.
• Strong logical thinking, multi-tasking abilities, and problem-solving skills in a fast-paced environment.
• Understanding of financial industry compliance requirements and ability to work effectively 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, providing expert decision-making support.
• Ensure all complaint-handling processes comply with local regulations by working closely with the Compliance team.
• Lead and train the complaints team to enhance their expertise and customer communication skills.
• Act as a liaison between departments, collaborating 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

Analytical skills

English communication

Regulatory awareness

Problem-solving

Job description

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

The role requires 3-5 years in complaints management or trading support, leadership experience, strong English communication, and solid analytical and problem-solving skills in a fast-paced financial services environment.