Senior Client Experience Associate

PT Alto Network; Jawa Tengah; On-site; IDR 167,400,000 - 256,680,000; Full time

Job summary

PT ALTO Network is seeking a seasoned Team Leader for its Service Desk/Operations. You will oversee balancing distribution, ensure template compliance, and drive performance analytics. You will coordinate with internal and external stakeholders to deliver reliable outcomes.

The role requires strong communication, problem-solving, and governance focus. Join a fintech infrastructure leader delivering payment solutions across Indonesia.

Qualifications

• Minimum 5 years of experience in service desk, business analysis, operations or similar roles.
• Proven experience as a Team Leader/Supervisor.
• Bachelor degree in IT/IS or related field.

Responsibilities

• Provide balancing distribution tasks and ensure all TO uses the template.
• Oversee team performance analytics and escalation processes.
• Ensure team members understand customer needs and deliver expected outcomes.
• Attend meetings with external stakeholders.
• Monitor deliverables and report progress towards plans and strategies.
• Identify obstacles in fieldwork and escalate to the lead.
• Maintain collaborative relationships across divisions and within the team.
• Ensure staff are informed and trained to support good governance.

Skills

Analytical Skill & Critical Thinking

Communication

Reporting

Excel

Education

Bachelor degree in Information Technology/Information System

Tools

SQL

Job description

ALTO Network is a leading payment infrastructure provider as well as the pioneer in payment solution by always bringing the most innovative and impactful technology to connect merchants or financial institutions with their customers to grow their businesses nationwide and beyond.

Job Description

• Provide balancing distribution task, ensure all TO is using template, makesure task escalation response related to incident/service request/transaction finding ticket

Key Responsibility

• Makesure team performance analytic, and escalation
• Makesure all team member balancing distribution TO and on duty
• Ensure team members understand customer (internal & external) needs and deliver the expected outcomes
• Attend meeting with external
• Monitor and ensure team members' deliverablesReport on progress towards achievement of plans and strategies
• Identify any obstacles and challenges in fieldwork and elevate to lead
• Maintain collaborative relationships with other divisions
• Establish and maintain active and constructive relationships within HMT team
• Ensure staff are informed and trained to support good corporate governance in their specific areas of work.

Qualifications

• Proven experience in Service Desk Analyst, Business Analyst, Operation or similar position at least 5 years' experience.
• Proven experience as Team Leader/Supervisor
• Bachelor degree in Information Technology/Information System and any major

Knowledge

• Business English
• Complaint Handling
• Switching Application
• Testing Operation
• Moderate Mirosoft Excel
• Communication
• Reporting
• Analytical Skill & Critical Thinking

Non-Technical

• Business English
• Complaint Handling
• Switching Application
• Testing Operation
• Moderate Mirosoft Excel
• CommunicationReporting
• Analytical Skill & Critical Thinking

Technical

• Basic Network Command
• Data Query SQL
• Basic Database
• Basic Firewall
• Basic Server

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PT ALTO Network, founded in 1993, is a financial technology company with aims to provide total banking and payment solutions for Indonesia transaction ecosystems. ALTO is one of the 4 Licensed Lembaga Switching that is part of the Gerbang Pembayaran National (GPN).