Trading Complaints Lead — SOPs, Training & Compliance

Hytech; Kuala Lumpur; On-site; MYR 120,000 - 200,000; Full time

Job summary

Hytech seeks a Trading Complaints Lead in Malaysia to oversee the complaints management workflow, ensuring efficiency and regulatory compliance across departments globally. You will handle complex cases and drive SOPs, FAQs, and training program improvements.

You will collaborate with Compliance, Risk, Product, IT and other teams to analyze trends, improve customer experience, and mitigate compliance risks in a fast-paced trading environment.

Qualifications

• 5-10+ years in complaints management, customer service, or trading support; leadership experience preferred.
• Proven ability to develop and implement SOPs, FAQs, and training programs.
• Strong analytical skills to identify trends from complaint data and propose improvements.
• Excellent written and verbal English communication; strong grammar.
• Strong logical thinking, multitasking, and problem-solving in a fast-paced setting.
• Understanding of financial industry compliance and ability to work with Compliance and Legal teams.

Responsibilities

• Oversee trading complaints management, ensuring efficiency and compliance.
• 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 processes comply with local regulations (e.g., ASIC, FCA) with Compliance.
• Lead and train the complaints team to enhance expertise and communication with customers.
• Act as liaison between IT, Risk, Finance, and Product to drive improvements.
• Report key complaint trends, data insights, and recommendations to management.

Skills

Leadership

Complaint management

SOP development

Data analysis

English communication

Regulatory awareness

Job description

Hytech seeks a Trading Complaints Lead in Malaysia to oversee the complaints management workflow, ensuring efficiency and regulatory compliance across departments globally. You will handle complex cases and drive SOPs, FAQs, and training program improvements.

You will collaborate with Compliance, Risk, Product, IT and other teams to analyze trends, improve customer experience, and mitigate compliance risks in a fast-paced trading environment.