Senior Associate Client Service, Group COO

Dbs Bank; Indonesia; On-site; IDR 167,400,000 - 256,680,000; Full time

Job summary

DBSI T&O in Jakarta seeks an experienced Operations professional to lead the client service team and deliver exceptional support to a diverse client portfolio.

You will develop strategies to improve client satisfaction, oversee daily operations, coach staff, and collaborate with cross-functional teams to ensure seamless service delivery and ongoing process improvements. A minimum of five years in client-facing roles within financial services is preferred.

Qualifications

• Minimum 5 years of experience in a client-facing role, preferably in financial services
• Proven track record of leading and managing a high-performing team
• Strong communication and interpersonal skills
• Excellent problem-solving and decision-making abilities
• Proficient in data analysis and reporting to drive process improvements
• Adaptable in a dynamic, fast-paced environment

Responsibilities

• Manage and lead a team of client service professionals to deliver exceptional customer service
• Develop and implement strategies to enhance client satisfaction, retention, and loyalty
• Oversee day-to-day operations of the client service team, including task allocation and performance management
• Collaborate with cross-functional teams to ensure seamless service delivery
• Analyze client feedback and implement corrective actions to improve experience
• Provide coaching and mentoring to team members for professional growth
• Contribute to process improvements and operational efficiencies

Skills

Client-facing

Leadership

Communication

Data analysis

Problem solving

Team management

Job description

Business Function

DBSI T&O is the backbone that supports the bank as the central of operations and technology. With the spirit of OneTeam and PRIDE! Value, we serve Institutional Banking Operations and Consumer Banking Operations, manage Customer Centre and IT, provide Group Procurement and Corporate Real Estate, coordinate bank-wide Business Continuity Management program and framework, and deliver service quality for Digibank and IBG/GTS. Our Technology & Operations organization is a vital strategic partner to the business in providing competitive advantage that propels DBSI towards being the Best Bank for a Better World (#B3W).

Responsibilities

• Manage and lead a team of client service professionals to deliver exceptional customer service and support to a diverse portfolio of clients
• Develop and implement strategies to enhance client satisfaction, retention, and loyalty
• Oversee the day-to-day operations of the client service team, including task allocation, performance management, and team development
• Collaborate with cross-functional teams to ensure seamless service delivery and address client needs effectively
• Analyze client feedback, identify areas for improvement, and implement corrective actions to enhance the overall client experience
• Provide coaching and mentoring to team members to foster their professional growth and development
• Contribute to the development and implementation of process improvements and operational efficiencies

Requirements

• Minimum 5 years of experience in a client-facing role, preferably in the financial services industry
• Proven track record of leading and managing a high-performing team
• Strong communication and interpersonal skills, with the ability to effectively interact with clients and stakeholders at all levels
• Excellent problem-solving and decision-making abilities, with a focus on delivering exceptional customer service
• Proficient in data analysis and reporting, with the ability to leverage insights to drive process improvements
• Adaptable and flexible, with the ability to thrive in a dynamic, fast-paced environment
• Commitment to continuous learning and professional development

Location

Jakarta Head Office

Job

Operations

Schedule

Regular

Employee Status

Full time