E-Broking Operations Manager

RHB Bank; Jakarta Pusat; On-site; IDR 89,280,000 - 133,920,000; Full time

Job summary

RHB Bank Indonesia seeks a capable Customer Service Manager to lead a team and ensure high-quality service across channels. The role emphasizes process optimization, regulatory compliance, and effective client support.

You will oversee SOP creation, staff training, and cross-department coordination to improve efficiency and profitability while maintaining service excellence.

Qualifications

• Customer service orientation and problem-solving abilities.
• Leadership and supervision of staff.
• Strong communication via phone, email, or chat.
• Ability to develop and implement SOPs and policies.

Responsibilities

• Provide advice to internal and external customers.
• Communicate courteously with customers by telephone and / or email / chat platform.
• Investigate and solve customers' problems that are complex or long-standing.
• 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 and online platform and keep up to date with changes.
• Support the customer in the step by step process of opening online account.
• Ensure all relevant business agreements are reviewed and renewed before due.
• Provide Business Analytics
• Increase staff productivity to increase efficiency to profitability
• Ensure, maintain and enforce a proper supervisory program and internal controls.
• Plan and organize staff to establish work priorities and review performance.

Skills

Customer service

Team leadership

Communication

Process improvement

Job description

• 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.