• 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.

Day-to-Day Responsibilities

• 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).