【外商】Global Trading Complaint Assistant Manager (#Fintech) (全球交易投訴主管)

【Who We Are?】
Hytech 是一支年輕且充滿活力的團隊，專注於推動金融科技產業的企業級技術轉型，致力為全球客戶提供高品質的管理與技術顧問服務。我們秉持創新思維與扁平化管理文化，打造開放、透明且彼此信任的工作環境，讓每一位成員都能自在表達想法、充分發揮影響力。Hytech 集團服務據點遍佈全球，目前全球員工人數近 6,000 人，包含台北辦公室在內，2026 年持續穩定擴編中，我們正站在快速成長與轉型的關鍵節點，誠摯邀請優秀人才一同加入。

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【Why Join The Team?｜為什麼加入我們？】
As the Global Trading Complaint Team Leader, you will play a key coordinating role in overseeing complaint-related matters across business lines and brands, integrating cross-functional resources and progress, and empowering the team to improve operational visibility and execution. Through regular meetings and communication, you will help ensure information transparency, alignment of priorities, and consistent execution across teams.
(作為全球交易投訴主管，您將扮演重要的統籌與協調角色，負責管理各業務線及品牌的交易投訴相關事務，整合跨部門資源與進度，並賦能團隊提升營運透明度與執行效率。透過定期會議與溝通，確保資訊透明、目標與優先事項一致，以及各團隊之間的有效執行)
Going forward, the Trading Complaints function will continue to evolve beyond complaint handling, creating broader opportunities to enhance customer experience, strengthen risk prevention, and improve global operational effectiveness.
(未來，交易投訴團隊將不僅持續負責投訴處理，更將進一步拓展至客戶體驗優化、風險預防及全球營運效率提升等更廣泛的發展方向)

• Team Positioning Upgrade: Evolve the function beyond traditional complaint handling toward customer experience enhancement, operational improvement, and proactive risk prevention.

(團隊定位升級： 從傳統的投訴處理進一步延伸至客戶體驗優化、營運改善及主動式風險預防)

• Business Follow-up Optimization: Establish more efficient mechanisms to track business initiatives and operational progress, ensuring timely follow-up and minimizing information gaps.

(業務跟進優化： 建立更有效率的業務追蹤與進度管理機制，確保各項工作即時跟進，降低資訊遺漏的風險)

• Data-Driven Project Management: Establish clear milestones, KPIs, and OKRs to provide visibility into project progress and drive effective execution.

(數據化專案管理： 建立清晰的專案里程碑、KPI 與 OKR，提升專案進度的透明度，並推動各項工作有效落地)

• Communication & Reporting: Strengthen cross-functional communication and consolidate business insights into clear, management-level reports for regular reporting to senior management and relevant stakeholders, ensuring transparency and demonstrating business value.

(溝通與彙報機制： 強化跨部門溝通，並從部門及管理層視角整合業務洞察與重點資訊，定期向高階管理層及相關利害關係人彙報，確保資訊透明並展現團隊價值)

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【As a Team Leader, You Will Be Responsible For｜身為主管，您將負責】
1. Operations Management & Process Optimization: Manage global trading complaint operations and continuously develop and optimize SOPs, FAQs, and training guidelines to drive consistent and standardized complaint handling across regions and brands.
(營運管理與流程優化： 負責全球交易投訴作業管理，持續建立與優化 SOP、FAQ 及培訓指引，推動不同區域與品牌之間的投訴處理標準化與一致性)
2. Data-Driven Business Improvement: Analyze complaint trends, customer feedback, and operational data to identify potential risks and improvement opportunities; collaborate with relevant teams to optimize systems and customer journeys and ensure improvements are effectively implemented and monitored through a closed-loop process.
(數據驅動業務改善： 分析投訴趨勢、客戶回饋及營運數據，識別潛在風險與改善機會；與相關團隊協作優化系統及客戶旅程，並透過完整的閉環管理機制，確保改善措施有效落地並持續追蹤)
3. Complex Case & Crisis Management: Lead high-risk, complex, or cross-regional trading complaint cases, coordinate internal and external resources to resolve critical issues, and conduct post-case reviews to identify root causes and institutionalize lessons learned.
(複雜案件與危機處理： 主導高風險、複雜或跨區域的交易投訴案件，協調內外部資源解決關鍵問題，並進行案件複盤與根因分析，將經驗與改善措施沉澱為可複製的知識)
4. Team Leadership & Talent Development: Oversee daily team operations, including goal setting, performance management, workload allocation, and resource planning; coach team members on professional development and foster a culture of continuous improvement and knowledge sharing.
(團隊領導與人才發展： 負責團隊日常運作，包括目標設定、績效管理、工作分配及資源規劃；協助團隊成員專業成長，並建立持續改善與知識共享的團隊文化)

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【工作安排】
*工作日：週一至週五