Team Lead - Customer Support (Dutch/Flemish & French)

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    "city": "Tas-Sliema",
    "region": "Malta",
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  "inferred_at": "2026-06-06T10:29:54.297Z",
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      "region": "Malta",
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  "remote_policy": "hybrid",
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  "workplace_type": "hybrid",
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  "list_job": {
    "id": "204",
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    "location": {
      "city": "Tas-Sliema",
      "state": "Malta"
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    "atsLocation": {
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    "departmentLabel": "Channels and Customer Experience",
    "employmentStatusLabel": "Full-Time 40 (MT)"
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  "detail_job_opening": {
    "location": {
      "city": "Tas-Sliema",
      "state": "Malta",
      "postalCode": "TPO 0001",
      "addressCountry": "Malta"
    },
    "datePosted": "2026-03-12",
    "atsLocation": {
      "city": null,
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      "countryId": null
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    "description": "<p><span style=\"font-weight: bold\">MeDirect</span> is a Maltese digital bank, founded in 2004, with over 160,000 clients and operations in Malta and Belgium. We offer a wide range of financial services to both <span style=\"font-weight: bold\">retail </span>and <span style=\"font-weight: bold\">corporate </span>clients, including <span style=\"font-weight: bold\">daily banking, savings, and corporate services</span>.</p>\n<p> </p>\n<p>We are always on the lookout for determined and hard-working individuals who are eager to take the next step in their career. At MeDirect, we strive to provide an exceptional employment experience, fostering growth, collaboration, and innovation</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Role Overview:</span></p>\n<p><span style=\"font-size: 12pt\">As Team Leader – Customer Support, you will oversee the daily operations of the Belgian Wealth Support Service team. You will ensure high-quality, compliant customer service, support the achievement of service and commercial KPIs, and coach team members to deliver an excellent customer experience.</span><br><br><span>Our shift hours are between 9 am and 8 pm in combination with a hybrid working model, this adds value to your personal planning and work life balance. The role also provides the opportunity to gain a professional certificate in Bank Mediation (Febelfin – Wet Willems).</span></p>\n<p><br></p>\n<p><span>The selected candidate should be willing to relocate to Malta.</span></p>\n<p><br></p>\n<p><span><span style=\"font-weight: bold\">Duties and responsibilities</span></span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Lead and coordinate the day-to-day activities of the Wealth Support Service team</span></li>\n<li><span style=\"font-size: 12pt\">Monitor performance and drive achievement of service level, quality, and objective-related KPIs· Support workload planning, scheduling, and ticket allocation</span></li>\n<li><span style=\"font-size: 12pt\">Coach, train, and support team members through regular feedback and quality monitoring</span><br></li>\n<li><span style=\"font-size: 12pt\">Identify and propose process and service improvements in collaboration with management</span></li>\n<li><span style=\"font-size: 12pt\">Apply and oversee the 4-eye principle for sensitive operations (Offline trades, client data changes)</span></li>\n<li><span style=\"font-size: 12pt\">Act as first point of escalation for complex cases, Service Desk issues, and complaints</span></li>\n<li><span style=\"font-size: 12pt\">Ensure customer communications meet quality, regulatory, and legal standards</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Required knowledge, skills and experience</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Flemish / Dutch or bilingual Dutch &amp; French, with good English</span></li>\n<li><span style=\"font-size: 12pt\">Knowledge of investment products and capital markets</span></li>\n<li><span style=\"font-size: 12pt\">Customer-focused, structured, and solution-oriented mindset</span><br></li>\n<li><span style=\"font-size: 12pt\">Febelfin – Wet Willems certification is an asset</span></li>\n<li><span style=\"font-size: 12pt\">Proven team leader or senior role experience with people-management skills</span></li>\n<li><span style=\"font-size: 12pt\">Previous banking experience in a customer-facing role</span></li>\n</ul>\n<p><br></p>",
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    "jobOpeningName": "Team Lead - Customer Support (Dutch/Flemish & French)",
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    "jobOpeningShareUrl": "https://medirect.bamboohr.com/careers/204",
    "employmentStatusLabel": "Full-Time 40 (MT)"
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