Customer Care Team Leader — AI-Driven Case Management

Macquarie Group; Indonesia; On-site; IDR 267,840,000 - 468,720,000; Full time

Job summary

Macquarie Group seeks a Team Leader for Customer Care (Case Management) in Indonesia. You will mentor a team, run stand-ups, and conduct structured reviews to uplift performance while leveraging AI tools to enhance efficiency.

The role requires strong stakeholder collaboration with Product and other departments to resolve blockers and improve processes. Ideal candidates will have proven experience managing workflows in high-volume customer support and a solid understanding of operational risk

Qualifications

• Proven experience building and guiding high-performing teams.
• Experience conducting structured stand-ups and formal performance reviews.
• Strong coaching and feedback skills to elevate team capabilities.
• Experience managing escalations and sensitive customer cases within banking or financial services.

Responsibilities

• Lead and mentor a Customer Care (Case Management) team.
• Facilitate stand-ups, coaching sessions, and performance reviews.
• Collaborate with Product and other stakeholders to remove blockers.
• Oversee workflows to ensure high-volume, efficient operations.
• Guide escalation handling for complex and sensitive customer cases.

Skills

Team leadership

Mentoring

Performance reviews

Stakeholder management

Coaching

Job description

Macquarie Group seeks a Team Leader for Customer Care (Case Management) in Indonesia. You will mentor a team, run stand-ups, and conduct structured reviews to uplift performance while leveraging AI tools to enhance efficiency.

The role requires strong stakeholder collaboration with Product and other departments to resolve blockers and improve processes. Ideal candidates will have proven experience managing workflows in high-volume customer support and a solid understanding of operational risk