МалайзияTeam Lead, Legal Response
3 нед. назад
МалайзияLead
Lead a team handling legal response requests in a crypto exchange environment, managing law enforcement inquiries and internal escalations.
О компании
- At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom.
- OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves.
- Across our multiple offices globally, we are united by our core principles: We Before Me , Do the Right Thing , and Get Things Done . These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er.
Обязанности
- Lead a team of Legal Response agents day-to-day: assign and triage incoming law enforcement requests, monitor SLA and quality performance, and step in on complex or time-sensitive cases.
- Coach and develop team members, conduct regular 1:1s, and flag performance or capacity issues to your Manager.
- Act as first-line escalation point for law enforcement requests and internal stakeholder queries (Legal, Compliance, Risk, Customer Service ), resolving what you can and escalating what you can't with clear context.
- Maintain and enforce SOPs for handling law enforcement and regulatory requests; surface process gaps or inefficiencies to your Manager with a recommended fix.
- Own team-level metrics and reporting: SLA adherence, backlog aging, error rate, and volume trends — using the team's data and reporting tools directly.
- Serve as subject matter expert on law enforcement request handling for your team and adjacent functions.
- Maintain working knowledge of company products sufficient to communicate credibly with external stakeholders (law enforcement, legal representatives).
- Support your Manager on process improvements, projects, and cross-team initiatives as needed.
- Ensuring daily operations run smoothly; escalate incidents to your Manager and relevant stakeholders in a timely manner.
- Monitor SLA, backlog, and error-rate KPIs; identify trends and quality issues before they become escalations.
- Conduct weekly/monthly performance reviews with team members, distinct from informal 1:1s.
- Coordinate with L&D on training and re-training needs identified through performance monitoring.
- Lead or contribute to process improvement projects and workshops.
- Plan team shift schedules to maintain 24x7 coverage, and manage shrinkage against plan.
- Participate in recruitment activities ( screening , interviewing) for the team.
Требования
- A degree in law, compliance, or a related field, or equivalent experience demonstrating critical thinking.
- Prior experience leading or supervising a team, comfortable holding others accountable.
- Comfortable working with data: reading SLA/volume/error dashboards and using them to make day-to-day team decisions, not just reporting numbers upward.
- Strong written and verbal communication; detail-oriented, especially under time pressure.
- Able to work independently and as part of a team.
- Comfortable working in a fast-paced, dynamic environment with changing priorities.
- Strong people skills: Ability to navigate difficult situations and stay calm under pressure.
- Solutions mindset: passionate to find the right solution and resolve the issue.
- Excellent time management: ability to multi-task to solve issues while managing time.
- Quick learner: ability to ramp up quickly and act on feedback constructively.
- Willing to work on a rotational shift to support 24x7 operations.
- Willing to work in Tun Razak Exchange (walking distance from MRT TRX).
Условия
- Competitive total compensation package
- L&D programs and Education subsidy for employees' growth and development
- Various team building programs and company events
- Wellness and meal allowances
- Comprehensive healthcare schemes for employees and dependants
- More that we love to tell you along the process!
- All official OKX vacancies are published on this website. While roles may appear on selected third-party platforms from time to time, information on other sites may be inaccurate or outdated. If in doubt, please apply directly through our official careers website.
- Information collected and processed as part of the recruitment process of any job application you choose to submit is subject to OKX 's Candidate Privacy Notice .