Head of Digital Trade & Customer Service
Job Description
Head of Digital Trade & Customer Service
IDLC Securities Limited
Job Context
Lead and oversee branch operations, client servicing, compliance, complaint management, and digital service transformation across the organization's branch network, ensuring operational excellence, regulatory compliance, high-quality customer experience, and efficient adoption of digital trading services.
Job Responsibilities:
- Strategic & Leadership
- Lead, supervise, and develop branch service teams; set performance standards and KPIs for branch officers.
- Define and implement policies/SOPs for account management, transaction processing, and client servicing across branches.
- Drive digital transformation initiatives — expanding online trading adoption, e-KYC, and automation of manual workflows.
- Monitor online trading platform performance and client support quality; liaise with IT for system-level issue resolution.
- Own the complaint management framework across branch and digital channels; ensure SLA adherence and root-cause resolution.
- Analyze complaint/service trends to recommend systemic improvements.
- Compliance & Risk
- Ensure branch-wide KYC compliance (legacy and ongoing) per BSEC and regulatory requirements.
- Own regulatory and internal compliance monitoring/reporting; act as key liaison during audits and regulatory inspections.
Job Requirements
Education:
Bachelor / Master's Degree in Business Studies / Accounting/ Finance/ Marketing
Experience:
- At least 3 years' experience in customer experience, call center or any related field
- Experience in Customer Service Management in Banks/NBFI will be given preference
Competencies:
- Understanding on Bangladesh Capital Market Rules and Regulations
- Understanding of Customer Service Management system
- Candidate should be energetic, hardworking & enthusiastic with good interpersonal skills
- Capable enough to operate MS Excel, MS Word, MS Power Point at advance level in updated operating system
No. of Vacancies: 01
Designation: Senior Officer/ Senior Executive Officer
Salary: Negotiable
Job Nature: Full-time
Job Location: Dhaka
Deadline: August 31, 2026
Requirements
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