Team Lead, Legal Response

Kuala Lumpur, Malaysia · Posted Sep 24, 2026

At a glance

The Team Lead, Legal Response will manage a team of agents responsible for handling law enforcement and regulatory requests.
This role involves overseeing daily operations, ensuring SLA adherence, and acting as a primary escalation point for complex cases.
The position requires coordinating team schedules to maintain 24x7 coverage and driving process improvements within the legal response function.

Assign and triage incoming law enforcement requests while monitoring SLA and quality performance.
Coach and develop team members through regular 1:1s and performance reviews.
Act as the first-line escalation point for law enforcement requests and internal stakeholder queries.
Maintain and enforce SOPs for handling regulatory requests and surface process gaps.
Manage team-level metrics including SLA adherence, backlog aging, error rates, and volume trends.
Plan team shift schedules to maintain 24x7 coverage and manage shrinkage.
Coordinate with L&D on training and re-training needs.
Participate in recruitment activities including screening and interviewing.
Lead or contribute to process improvement projects and workshops.
Escalate incidents to management and relevant stakeholders in a timely manner.

Degree in law, compliance, or a related field, or equivalent experience demonstrating critical thinking.
Prior experience leading or supervising a team.
Ability to read and utilize SLA, volume, and error dashboards for decision-making.
Strong written and verbal communication skills with attention to detail under pressure.
Ability to work independently and as part of a team.
Comfortable working in a fast-paced, dynamic environment with changing priorities.
Strong people skills with the ability to navigate difficult situations.
Excellent time management and multi-tasking abilities.
Willingness to work on a rotational shift to support 24x7 operations.
Willingness to work in Tun Razak Exchange.