Head of Retail Banking Service Strategy

PT Bank SMBC Indonesia Tbk; Jakarta Pusat; On-site; IDR 900,000,000 - 1,300,000,000; Full time

Job summary

PT Bank SMBC Indonesia Tbk is seeking a seasoned leader to drive Retail Banking service strategies, standards, and customer-centric initiatives across channels. You will shape the development of service standards and ensure consistent delivery aligned with business goals.

Lead structured service training, coaching rhythms, and performance monitoring, while designing rewards to reinforce a strong service culture and hospitality across customer touchpoints.

Qualifications

• Bachelor's degree from a reputable university.
• At least 8 years in banking, with Retail Banking and service development exposure.
• Strong knowledge of regulations, customer behaviour, and trends in banking.
• Excellent communication, negotiation, and stakeholder management skills.

Responsibilities

• Develop a structured customer-centric service training roadmap with progressive certification and roleplay.
• Establish service rhythm and standard through coaching and performance monitoring across channels.
• Develop rewards and communication programs to reinforce outstanding service and build a service culture.

Skills

Communication

Problem solving

Stakeholder management

Education

Bachelor's degree

Job description

PT Bank SMBC Indonesia Tbk is seeking a seasoned leader to drive Retail Banking service strategies, standards, and customer-centric initiatives across channels. You will shape the development of service standards and ensure consistent delivery aligned with business goals.

Lead structured service training, coaching rhythms, and performance monitoring, while designing rewards to reinforce a strong service culture and hospitality across customer touchpoints.