E-Broking Operations Manager

PT RHB Sekuritas Indonesia; Indonesia; On-site; IDR 89,280,000 - 178,560,000; Full time

Job summary

PT RHB Sekuritas Indonesia is seeking a customer service leader in Indonesia to provide guidance to internal and external clients, while driving service quality and efficiency across the department.

The role emphasizes training staff, supervising a team of customer service professionals, and maintaining up-to-date knowledge of product manuals and online platforms to support seamless account openings and compliant operations.

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

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. A mantra for our clients, customers, partners and every member of the RHB family. Yes, you. Our employees are one of the reasons we are here today. Dynamic, forward-thinking and progressive, there is a reason why we are an award-winning financial institution. Join us today and be a part of a winning family. At RHB, we take pride in our people and our teams. Great relationships built on trust, a 'leading it right' environment, challenging assignments and a culture of excellence are the pillars to the dynamic and diversified workplace we call home. As we grow towards realising our aspirations, we promise a workplace built on the five pillars – RHB Cares; RHB Leads; RHB Inspires; RHB Progresses; and RHB Rewards.