Business Operations Lead

Setara Networks; Daerah Khusus Ibukota Jakarta; On-site; IDR 100,000,000 - 200,000,000; Full time

Job summary

An innovative company is seeking a Business Operations Process Lead to drive growth in the payment industry. This role involves managing operational workflows, ensuring compliance, and enhancing customer satisfaction. You will collaborate with top-tier brands and be part of a dynamic team focused on transforming the payment landscape in Indonesia. Join this exciting journey to redefine online payments and make a significant impact in the financial services sector. If you're passionate about innovation and eager to contribute to a game-changing environment, this opportunity is perfect for you.

Benefits

Competitive Salaries

Long-term Incentives

Flexible Work Environment

Career Development Opportunities

Impact on Global Financial Services

Qualifications

• 3-6 years of experience in customer service leadership roles.
• Ability to develop clear documentation and liaise with stakeholders.

Responsibilities

• Implement operational policies and monitor business operations.
• Ensure compliance and high customer satisfaction levels.
• Design strategies for increasing customer satisfaction.

Skills

Operational Workflows Management

Analytical Tools Expertise

Customer Service Leadership

Data-Driven Process Optimization

Communication Skills

Problem-Solving Skills

Education

Graduation from Premier University

Tools

Operational Software

Job description

We at Indepay | Setara Networks are here to revolutionize the Indonesian payment ecosystem by introducing one click checkout services in order to make transactions zero-fee, instant, and rewarding for the consumer.

On one side we’re working with financial institutes to enable real-time account to account transfers through our platform, and on the other-side we’re giving consumers a reliable and secure payment experience which is better than anything else they’ve experienced in the Indonesian ecosystem.

Where We Are Now: Series A Startup with Boundless Opportunities!

Our Vision for Payment Transformation: We’re on a mission to disrupt the traditional online payment landscape. By pioneering a faster, safer, and incredibly simple payment solution, we're challenging the status quo of virtual account payments and setting a new standard for seamless transactions, enabling payment in just 20 seconds powered by open banking regulatory framework.

Strategic Partnership with Top Brands: As we build a new category in one-click fast payments, you'll have the opportunity to work alongside industry leaders, partnering with top-tier D2C brands ranging from telco providers, banks, FnB, and OTT to create a network that redefines the future of online payments.

Your Opportunity to Innovate: If you're passionate about innovation and eager to make a significant impact, this is your chance to be part of something truly transformative and create value.

For the role, we are hiring professionals for our Excellence Center based in Jakarta. We are looking for Process Lead candidates, preferably graduates from premier Universities and with a background in an early-stage consumer facing product company. As a Business Operations Process Lead, you will play a key role in driving organization’s growth with your expertise in the business processes that are assigned to you to adapt, implement and improve. You ensure the desired and defined metrics to measure the effectiveness of the processes are adhered to, collect this data and provide to a variety of stakeholders for further analysis, maintain a good relationship with internal and external entities involved in the business process. You will ensure that all issues, weaknesses, and complexities with the processes are resolved with good communication before they escalate. The role initially will focus on Indonesia and would eventually grow as the company expands in other geographies.

Join a multicultural team at the epicenter of transforming Indonesia's future payment industry. Seize this rare opportunity to be a game changer in an environment that thrives on innovation and collaboration. Don't miss out on the chance to be part of a live, dynamic company ready to soar to new heights in the coming year.

Ready to simplify and revolutionize transactions? Apply now and let's embark on this exciting journey to reshape the world of payments together! #IndepaySetaraJourney #PaymentsInnovation

What your current role should be like?

• Proven experience (3-5+ years) in managing operational workflows and processes in a business or operations-oriented role.
• Demonstrated expertise in implementing and improving business operations using analytical tools and performance metrics.
• Previous experience in a fast-paced, dynamic environment such as a startup, with a focus on operational excellence.
• Hands-on experience working cross-functionally to ensure seamless business operations and exceptional customer outcomes.
• Adept at using data-driven approaches for process optimization, with practical knowledge of operational software and tools.

What will you do?

• Implement operational policies and procedures/processes.
• Ensure compliances, KYC, CDD.
• Monitor business operations to spot trends, opportunities, and risks.
• Monitor performance of the operations team and ensure high customer satisfaction levels with on-time resolutions.
• Conduct periodic audit and inspection to ensure that the deployments standards are adhered to.
• Expand the Network & operational support services in line with sales forecast or approved expansion plans.
• Monitor and track implementation of BAP, BONU & BAPs for existing network and customers.
• Assume overall responsibility for SLAs for customer connect times as well as monitoring of complaint resolutions.
• Design and implement a customer data analysis system for analyzing customer behavior with a view to improving retention and service levels.
• Design strategies for increasing customer satisfaction and thereby minimize deactivations.
• Analyze training needs of operations staff and co-ordinate with HR/Functional Training Dept to ensure design and Implementation of training programs.
• Ensure timely execution of special projects/ up-gradation assignments.
• Establish measure of performance and monitor performance of Operations staff.

Requirements

What do you have?

• Graduation from premier University, where specialization in operations is great to have.
• Has 3-6 yrs of experience as Team Leader in a customer service environment.
• Thrive in a dynamic and fast-paced environment, and is hands-on, independent, self-motivated and fast learner.
• Has the ability to develop clear & concise documentation.
• Can liaise with a diverse set of stakeholders, using hands-on experience and expertise to keep the product at the forefront of innovation and competition, setting a benchmark that is desired to be followed at the global level.
• Preferably have payment domain knowledge.
• Having a background in a startup and/or a product company is preferable.
• Deliver on your commitments without fail.
• Has an analytical and data-driven approach in day-to-day work and have the ability to develop clear & concise documentation.
• Is energetic and works well under pressure.
• Is affable and knows your way around the organization.
• Has excellent communication skills and has the ability to impact and influence.
• Has an unparalleled attitude and determination to succeed against all odds.
• Can multi-task and have excellent time management and prioritization skills.
• Has excellent problem-solving and analytical skills, and can think outside the box to proactively provide the right solution.
• Has a keen eye for detail.
• Stay positive and bring out the best in a team.
• Is independent, self-motivated and a fast learner.
• Patience and perseverance are your key attributes.

What do we offer?

You will be working alongside other passionate and talented people in a beautiful, spacious and well-lit office with all the perks and flexibility of a coveted technology product company. Besides, you will have a sense of purpose and excitement as we offer:

• An opportunity to make a positive impact on the world by providing basic financial services to unbanked and underbanked people worldwide.
• An opportunity to define and develop a product for the global market.
• An opportunity to be part of the core team who will build a global company and define its culture and processes.
• An opportunity to move horizontally or vertically across geographies through multiple career paths.
• An opportunity to work at the frontier of modern banking solutions technology.

Of course, we do have competitive salaries, long-term incentives and many other generous benefits. We promote entrepreneurship culture and look forward to a budding ground for future entrepreneurs.