Retail Operations Function Head

Amar Bank; Daerah Khusus Ibukota Jakarta; On-site; IDR 300.000.000 - 400.000.000; Full time

Job summary

An established industry player is seeking a Retail Operations Function Head to drive operational excellence across critical support functions. This role is pivotal in shaping the vision and strategy while ensuring compliance and performance standards are met. The ideal candidate will be a seasoned professional with over eight years of experience in operations management within the retail financial sector, showcasing a blend of perfectionism and ambition. You will be responsible for building high-performing teams, implementing robust systems, and championing continuous improvement initiatives using methodologies like Six Sigma. This position offers a unique opportunity to make a significant impact on customer experience and operational effectiveness.

Qualifications

• 8+ years of experience in operations management in the retail financial industry.
• Bachelor's degree required; advanced degrees or certifications preferred.

Responsibilities

• Lead and manage high-performing teams across various operational functions.
• Design and implement effective operational processes and improvements.

Skills

Operational Management

Team Leadership

Continuous Improvement

Risk Management

Customer Service Excellence

Education

Bachelor's degree in Business

Advanced degrees or certifications

Tools

Digital Banking Tools

Operations Platforms

Process Automation

Analytics Tools

Job description

The Retail Operations Function Head is responsible for driving the vision, strategy, and operational excellence of critical support functions, including Customer Service, Anti-Fraud, Loan Collections and Recovery, Customer Experience Officers, and Quality Assurance. This role demands expertise in building scalable operations processes, leading people, and implementing robust systems while ensuring performance and compliance standards. The ideal candidate embodies a combination of perfectionism and ambition to elevate operational effectiveness and customer experience.

Responsibilities

• Build, develop, and manage high-performing teams across Customer Service, Anti-Fraud, Loan Collections, Customer Experience, and Quality Assurance.
• Design and implement effective operational processes for core functions.
• Collaborate with cross-functional teams to align operational initiatives with broader organizational goals.
• Champion continuous improvement initiatives, leveraging Six Sigma methodologies and other best practices.
• Identify and mitigate risks across operations, fraud management, and recovery processes.
• Drive the adoption of systems and technologies to optimize operational workflows and ensure scalability.
• Monitor and enhance team performance through KPIs and targeted interventions.
• Ensure adherence to regulatory and compliance requirements.
• Present insights and recommendations to senior management, supporting data-driven decision-making.

Requirements

• Educational Background: Bachelor’s degree in Business, Finance, Operations, or related fields. Advanced degrees or certifications preferred.
• Experience: At least 8 years of experience in operations management, with a proven track record in building processes, teams, and systems within the retail financial industry.
• Key Attributes: Demonstrated perfectionism and ambitiousness in driving operational success.
• Technical Proficiency: Experience with digital banking tools and operations platforms. Familiarity with process automation and analytics is a plus.
• Certifications: Six Sigma certification preferred.