Trading Complaints Leader

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

Ideal Candidate

We are looking for a highly skilled professional with strong experience in complaints management, particularly in trading-related matters. The ideal candidate will have a deep understanding of complaint handling processes, be able to develop and refine SOPs, FAQs, and training frameworks, and effectively communicate across departments. Strong leadership, compliance awareness, and problem-solving abilities are essential for success in this role.

Role Overview

As the Trading Complaints Lead, you will be responsible for overseeing and optimizing the trading complaints management process to ensure efficiency, consistency, and regulatory compliance. You will directly handle complex complaint cases, lead initiatives to improve SOPs, training, and FAQs, and enhance the team's ability to manage customer complaints effectively. This role requires close collaboration with multiple departments and global teams - including Compliance, Risk, Product, and IT - to improve customer experience and mitigate compliance risks.

Responsibilities

• Oversee trading complaints management, ensuring efficiency and adherence to compliance requirements.
• Develop, refine, and update complaint handling SOPs, FAQs, and training materials, ensuring effective execution within the team.
• 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 (e.g., ASIC, FCA) 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.

Requirements

• 5-10+ years of experience in complaints management, customer service, or trading support, with leadership experience preferred.
• 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 command of grammar.
• 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.