Client Relations Supervisor

About the role

The Client Relations Supervisor oversees the daily operations of the client relations team, allocating queries across phone, email and digital channels. The role ensures timely and accurate responses to client requests on account opening, documentation, and trading activity, and handles escalations that frontline agents cannot resolve.

Key responsibilities

• Supervise daily allocation and coverage of client queries across multiple channels.
• Resolve escalated client complaints and record outcomes through to closure.
• Monitor response and resolution times against agreed service levels and act on breaches.
• Review client interactions for accuracy, tone, and compliance with Shariah and regulatory standards.
• Coordinate with AML & KYC on onboarding documentation and pending account cases.
• Brief and train team members on new products, market launches and procedural changes.
• Maintain accurate client records and case notes in company systems.
• Report client issue trends and root causes to the Client Relations Manager.
• Support readiness of client‑facing scripts and FAQs for upcoming market launches.

Required profile

• Bachelor’s degree in Business, Finance, Marketing or a related field.
• Four or more years of experience in client service, call centre or brokerage support.
• At least two years supervising or coordinating a client‑facing team.
• Fluent written and spoken Arabic and English.
• Working knowledge of CMA and Central Bank of Kuwait client‑facing requirements.
• Experience with CRM or ticketing systems and service‑level reporting.
• Familiarity with brokerage account opening and KYC documentation is an advantage.

Required skills

• CRM systems
• Ticketing systems
• Service level reporting