Team Leader Customer Support

Role purpose

Service leadership and coordination

• Lead daily servicing and allocate work according to priority, complexity, service levels and capacity.
• Own complex and escalated cases through closure and coordinate with the Contact Centre, Digital, Operations and IT Service Management.
• Manage, coach and develop Customer Service Specialists through performance objectives, quality reviews, training and cross-skilling.
• Maintain escalation routes and service standards; represent servicing in governance forums, incident calls and release-readiness reviews.

Controls, readiness and improvement

• Maintain complete records and audit trails for client interactions, instructions, consent, hand-offs, approvals, escalations and resolutions.
• Oversee complaints, incidents and control escalations; refer customer-protection, conduct, fraud, financial-crime, security, privacy and operational-risk concerns to the appropriate owners.
• Support approved onboarding follow-up, account activation and client education without giving investment advice or making performance representations.
• Maintain servicing procedures and support UAT, trading testing, release readiness, scripts, FAQs and escalation arrangements.
• Monitor servicing KPIs and use service data, feedback, complaints and root-cause analysis to recommend improvements.

Experience and qualifications

• Bachelor’s degree in business, finance, banking, economics or a related discipline, or equivalent relevant professional experience.
• At least 3 years of relevant regulated financial-services experience, including at least 2 years in a team-lead capacity.
• Experience leading a client-service or operations team and managing escalated client cases.
• Working knowledge of investment products, onboarding, transactions, settlement, custody, corporate actions and digital servicing.
• Strong understanding of customer protection, complaints, operational risk, data privacy, financial-crime controls and audit requirements.
• Experience with CRM or case-management tools, dashboards, incident management, UAT and process documentation.
• Written and spoken English is required; Arabic is preferred. Relevant professional qualifications are preferred but not mandatory.

Workplace

• The role is based in the client’s Dubai office.