About HytechHytech is a management consulting company headquartered in Australia and Singapore focusing on providing digital transformation solutions for the fintech and Financial Services industries Our services cover multiple areas such as backoffice operation support Human Resource Planning payment systems and risk control committed to providing comprehensive and professional service support to clientsWith a team of over 2000 professionals worldwide we have deep industry insights and localization implementation capabilities to ensure efficient business progress while complying with local regulations Hytech always focuses on mid and backend solutions without involving any frontend or transactionrelated businesses continuously helping customers achieve secure compliant and sustainable digital transformationRole OverviewAs 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 teams 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 risksResponsibilities 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 crossdepartmental improvements Handle complex and highimpact complaint cases providing expert decisionmaking support Ensure all complainthandling processes comply with local regulations eg 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 regularlyRequirements 35 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 multitasking abilities and problemsolving skills in a fastpaced environment Understanding of financial industry compliance requirements and ability to work effectively with Compliance and Legal teams
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