Process and Services Lead

Super Bank Indonesia; Jakarta Pusat; On-site; IDR 600,000,000 - 900,000,000; Full time

Job summary

Super Bank Indonesia seeks a senior operations leader to optimize and manage digital banking processes, services, and performance across our digital platform. This role combines strategic planning with hands-on process optimization to deliver reliable and efficient customer experiences.

You will lead a cross-functional team, drive transformation initiatives, monitor KPIs, and ensure compliance with regulatory requirements.

Qualifications

• Bachelor's degree in business, finance, or a related field.
• Master's degree or relevant certifications (e.g., Six Sigma) is a plus.
• Proven experience in digital banking, financial services, or a related industry with a minimum of 7-8 years of experience.
• Strong analytical and problem-solving skills.
• In-depth knowledge of digital banking processes, technologies, and trends.
• Excellent project management and change management skills.
• Leadership experience, with the ability to lead and motivate a team.
• Proficiency in data analysis and the use of relevant software tools.
• Strong communication and interpersonal skills.
• Sound understanding of compliance and regulatory requirements in the digital banking sector.
• Customer-centric mindset and a commitment to improving the customer experience.

Responsibilities

• Continuously analyze and improve the operational processes related to digital banking services, focusing on efficiency and effectiveness.
• Oversee the quality and delivery of digital banking services, ensuring adherence to SLAs and customer satisfaction.
• Drive the digital transformation agenda by identifying areas for improvement and implementing innovative solutions and technologies.
• Collaborate with technology, compliance, and marketing teams to align digital banking processes with business objectives.
• Establish and monitor KPIs to track effectiveness of processes and services, making data-driven decisions to improve them.
• Lead a team of process and service specialists, providing guidance, coaching, and support.
• Ensure all digital banking processes and services adhere to regulatory requirements and mitigate operational risks.
• Champion the enhancement of the customer experience by identifying pain points, collecting feedback, and implementing improvements.

Skills

Leadership

Data analysis

Project management

Change management

Communication

Regulatory knowledge

Digital banking

Education

Bachelor's degree in business/finance

Six Sigma certification (preferred)

Job description

This position is responsible for optimizing and managing various processes, services, and operations to ensure the seamless functioning of our digital banking platform. The role involves a mix of strategic planning, process improvement, team leadership, and cross-functional collaboration to enhance customer experiences, operational efficiency, and overall performance in the digital banking space.

Work responsibilities

• Continuously analyze and improve the operational processes related to digital banking services, focusing on efficiency and effectiveness.
• Oversee the quality and delivery of digital banking services, ensuring adherence to service level agreements (SLAs) and customer satisfaction.
• Drive the digital transformation agenda by identifying areas for improvement and implementing innovative solutions and technologies.
• Collaborate with various teams, including technology, compliance, and marketing, to ensure the alignment of digital banking processes with broader business objectives.
• Establish and monitor key performance indicators (KPIs) to track the effectiveness of processes and services, making data-driven decisions to improve them.
• Depending on the size and structure of the organization, lead a team of process and service specialists, providing guidance, coaching, and support.
• Ensure that all digital banking processes and services adhere to regulatory requirements and mitigate operational risks effectively.
• Champion the enhancement of the customer experience by identifying pain points, collecting customer feedback, and implementing improvements.

Job requirements

• Bachelor's degree in business, finance, or a related field. Master's degree or relevant certifications (e.g., Six Sigma) is a plus.
• Proven experience in digital banking, financial services, or a related industry with a minimum of 7-8 years of experience.
• Strong analytical and problem-solving skills.
• In-depth knowledge of digital banking processes, technologies, and trends.
• Excellent project management and change management skills.
• Leadership experience, with the ability to lead and motivate a team.
• Proficiency in data analysis and the use of relevant software tools.
• Strong communication and interpersonal skills.
• Sound understanding of compliance and regulatory requirements in the digital banking sector.
• Customer-centric mindset and a commitment to improving the customer experience.