E-Broking Operations Lead - Customer Service & Analytics

Rhb Bank Bhd; Indonesia; On-site; IDR 300,000,000 - 600,000,000; Full time

Job summary

Rhb Bank Bhd in Indonesia seeks an E-Broking Operations Manager to oversee client-facing service and drive operational excellence. You will lead a team, develop procedures, and ensure compliant processes for online account openings.

Responsibilities include advising customers, resolving complex issues, coordinating with other departments, and delivering analytics to improve profitability and efficiency.

Responsibilities

• Provide advice to internal and external customer.
• Communicate courteously with customers by telephone and / or email / Chat platform
• Investigate and solve customers' problems that have been passed on by customer service support, due to it’s complex or long-standing nature.
• Keep accurate records of discussions or correspondence with customers.
• Develop feedback or complaints procedures, for example by conducting customer satisfaction survey.
• Improve customer service quality and operational efficiency by setting standard operating procedures and policies.
• Train staff to deliver a high standard of customer service.
• Lead and supervise a team of customer service support.
• Learn about the company’s product manuals, online platform and keeping up to date with changes.
• Support the customer in the step by step process of opening online account.
• Ensure all relevant business agreement is reviewed and /or renewed before due.
• Provide Business Analytics
• Increase staff productivity to increase efficiency to profitability
• Ensure, maintain and enforce a proper supervisory program and competent system of internal controls.
• Plan and organize the staff of the department to establish work priorities and review the performance thereof
• Liaise with other related departments in preparing the all necessary documents to ensure it comply with company regulation.

Job description

Rhb Bank Bhd in Indonesia seeks an E-Broking Operations Manager to oversee client-facing service and drive operational excellence. You will lead a team, develop procedures, and ensure compliant processes for online account openings.

Responsibilities include advising customers, resolving complex issues, coordinating with other departments, and delivering analytics to improve profitability and efficiency.