Job Description
We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best, so we are always in search of the best people to join our ever-growing talented team.
Responsibilities:
1. Team Leadership & Workforce Management
- Lead, mentor, and support a team of Complaints Assistants across assigned jurisdictions.
- Manage daily schedules, workloads, escalations, and case allocation to ensure timely and efficient complaint handling.
- Conduct regular 1-2-1 meetings, performance reviews, and coaching sessions to support staff development.
- Ensure team adherence to internal policies, complaint-handling standards, KPIs, and regulatory deadlines.
- Coordinate training programmes for new and existing team members, including regulatory updates and best practices.
2. Oversight of Complaints Handling
- Oversee the assessment and investigation of potential complaints raised via the #possible_complaints channel and other escalation sources.
- Ensure complex or high-risk cases are handled appropriately and escalated where necessary.
- Provide guidance to team members in drafting comprehensive, accurate, client-focused responses.
- Ensure consistency, fairness, and quality across all complaint resolutions, maintaining high standards of client care.
3. Regulatory Compliance & Governance
- Maintain strong knowledge of regulatory requirements for each relevant licensed entity (e.g., MIFID, CySEC, SCA depending on scope).
- Ensure the complaint-handling process and responses align with all regulatory obligations, including response deadlines, reporting obligations, and proper escalation paths.
- Work closely with Compliance to update policies, procedures, escalation frameworks, and complaint categorisation taxonomies.
- Oversee the completion and accuracy of regulatory returns, trend analysis, and root-cause reporting.
Requirements:
- Proven experience managing a complaints or client-resolution team in a regulated financial environment.
- Demonstrated ability to handle complex, high-risk, and sensitive client cases.
- Strong operational management background with experience in coaching, quality oversight, and performance monitoring.
- Deep understanding of regulatory complaint-handling obligations across multiple jurisdictions.
- Strong knowledge of internal governance, audit practices, and record keeping standards.
- Excellent investigative, analytical, and decision-making abilities.
- Exceptional attention to detail, accuracy, and written communication.
- Ability to interpret regulatory guidance and convert it into practical team instructions.
- Client-centric mindset with a strong sense of ownership and accountability.
- Compliance, AML, or regulatory certifications are highly desirable.
- Additional training in leadership, quality assurance, or risk management is considered a plus.
What you will get in return:
• Competitive Salary: We believe great work deserves great pay! Your skills and talents will be rewarded with a salary that makes you feel valued and motivated.
• Work-Life Harmony: Join a company that genuinely cares about you - because your life outside of work matters just as much as your time on the clock. #LI-Hybrid
• Generous Time Off: Need a breather? Our annual leave policy lets you recharge and enjoy life outside of work without a worry.
• Employee Referral Program: Love working here? Share the love! Bring your talented friends on board and get rewarded for growing our awesome team.
• Comprehensive Health & Pension Benefits: From medical insurance to pension plans, we’ve got your back. Plus, location-specific benefits and perks!
• Workation Wonderland: Live your digital nomad dreams with 30 extra days to work remotely from anywhere in the world (some restrictions apply). Adventure awaits!
• Volunteer Days: Make a difference! Take two additional paid days each year to support causes you care about and give back to the community.
Be a key player at the forefront of the digital assets movement, propelling your career to new heights! Join a dynamic and rapidly expanding company that values and rewards talent, initiative, and creativity. Work alongside one of the most brilliant teams in the industry.
