CR Team Lead

About Us

VT Markets is an award-winning multi-asset brokerage trusted by over 3 million traders in over 160 countries with 450 employees - and growing. Founded in 2015 with the mission to make trading accessible to everyone, VT Markets offers a robust trading environment, over 1000 tradeable instructions, ultra-low spreads, and lightning-fast execution. We are committed to providing excellent customer service and empowering modern trades to seize market opportunities. Our platform allows traders to trade anytime, anywhere, supporting them in their journey to build a safe financial future.

Your Role in VT Markets

As the Client Relationship Team Lead, you will report to the Client Relationship Regional Manager. Based at our Malaysia hub, you will oversee a team of Relationship Managers & Account Managers, driving day-to-day team operations, performance standards, and quality assurance across all client-facing interactions. You will serve as the operational backbone of the team ensuring service consistency, coaching team members to excellence, and building a high-performing culture that directly contributes to client satisfaction and retention.

Working Hours

2:00pm - 11:00pm (GMT+8) from Monday to Friday.

What Makes You a Great Fit

Job Experience & Education

• Minimum 35 years of experience in a customer relations or client support function, with at least 12 years in a team lead or supervisory capacity.
• Background in financial services, brokerage, or fintech is highly preferred, with an understanding of the compliance and regulatory environment governing client communications.
• Bachelor's degree in Business, Communications, or a related field is preferred.

Technical & Functional Skills

• Proven ability to design and execute QA frameworks, including interaction auditing, scoring rubrics, and structured feedback mechanisms.
• Strong proficiency in performance reporting and data analysis using CRM platforms or equivalent tools.
• Working knowledge of customer service KPIs and OKR-based performance management frameworks.

Soft Skills

• Exceptional supervision and people development skills, with a genuine passion for coaching team members and building individual capability.
• Strong communication and interpersonal skills able to deliver feedback constructively, manage conflict, and influence stakeholders at various levels.
• Detail-oriented with a continuous improvement mindset, capable of identifying root causes and implementing sustainable operational solutions.

Your Responsibilities

Team Leadership & Management

• Lead, supervise, and develop a team of Relationship Managers & Account Managers, fostering a collaborative and client-centric team culture.
• Set clear individual and team performance expectations, conduct regular one-on-ones, and deliver timely performance feedback and coaching.
• Manage team scheduling, workload distribution, and resource planning to ensure optimal service coverage and response times.
• Identify skill gaps and partner with HR to develop targeted training and upskilling plans for team members.

Performance Monitoring & Reporting

• Track and analyse key customer service metrics including response time, resolution rate, and escalation rates on a regular cadence.
• Prepare and present performance dashboards and insights to the Client Relationship Regional Manager, highlighting trends, risks, and areas of opportunity.
• Drive continuous improvement initiatives based on data insights to elevate team performance and client experience outcomes.
• Establish and maintain OKR frameworks for team members aligned with departmental and business objectives.

Quality Assurance (QA)

• Design, implement, and manage a robust QA framework to evaluate the quality of client interactions across all channels including email, chat, and phone.
• Conduct regular QA audits of customer interactions, providing structured, actionable feedback and coaching to improve communication standards and compliance.
• Develop and maintain SOPs, service scripts, and escalation guidelines to ensure consistent and compliant client servicing.
• Collaborate with Compliance and Operations teams to ensure all client-facing communications meet regulatory and internal standards.

Client Escalation & Issue Resolution

• Act as the first point of escalation for complex or sensitive client complaints, ensuring timely and satisfactory resolution.
• Identify recurring client pain points and collaborate with relevant teams to drive systemic improvements across the client journey.

What Success Looks Like

• You have built a high-performing, cohesive team where each member has clarity on their performance expectations, receives consistent coaching, and demonstrates measurable improvement in their ability to deliver exceptional client experiences.
• Your QA framework is embedded into the team's daily operations, resulting in a consistent upward trend in service quality scores and a tangible reduction in escalations and repeat complaints.
• You have established a performance monitoring culture where data-driven insights regularly inform team priorities, drive accountability, and are communicated to senior leadership with clarity and confidence.

What We Offer

As official partners of Newcastle United F.C., VT Markets aspire to break the ancient boundaries of traditional personal finance. Through a culture of transparent and objective performance management, we are in constant pursuit of excellence, individually and collectively. Here, collaboration and intrapreneurship is incentivized and we aim to empower everyone to understand their contribution to strategic business outcomes through their individualized roles. You can expect personal growth as we aim to lead this fast-growing industry alongside a global team of diverse cultures across over 15 countries.

Your Journey After Applying

1. Screening interview with our talent acquisition partner
2. Interview with your manager
3. Second interview with HRBP Director
4. Third interview with Country Manager