Team Lead - Customer Support (Dutch/Flemish & French)
MeDirect 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 retail and corporate clients, including daily banking, savings, and corporate services.
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
Role Overview:
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.
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).
The selected candidate should be willing to relocate to Malta.
Duties and responsibilities
- Lead and coordinate the day-to-day activities of the Wealth Support Service team
- Monitor performance and drive achievement of service level, quality, and objective-related KPIs· Support workload planning, scheduling, and ticket allocation
- Coach, train, and support team members through regular feedback and quality monitoring
- Identify and propose process and service improvements in collaboration with management
- Apply and oversee the 4-eye principle for sensitive operations (Offline trades, client data changes)
- Act as first point of escalation for complex cases, Service Desk issues, and complaints
- Ensure customer communications meet quality, regulatory, and legal standards
Required knowledge, skills and experience
- Flemish / Dutch or bilingual Dutch & French, with good English
- Knowledge of investment products and capital markets
- Customer-focused, structured, and solution-oriented mindset
- Febelfin – Wet Willems certification is an asset
- Proven team leader or senior role experience with people-management skills
- Previous banking experience in a customer-facing role