Senior Client Experience Lead

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

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.