Senior Customer Experience & Operations Manager

Pluang; Jakarta Pusat; On-site; IDR 350,000,000 - 700,000,000; Full time

Benefits offered by this job

Personal investment

Competitive compensation package

Career development

Medical program

Team events

Job summary

Pluang is seeking a Senior Customer Experience & Operations Manager in Jakarta Pusat to drive cross-department collaboration with Ops, Product, Tech, and leadership. You will shape strategies, manage reporting, and lead teams to enhance customer experience while maintaining strict SLAs across the organization.

The role emphasizes people management, process optimization, and coaching, with a focus on reducing customer issues and scaling operations for growth in the Indonesian market.

Qualifications

• Bachelor's degree in a related field; MBA preferred.
• 5+ years in operations management within financial services.
• Strong leadership, analytical, and data-driven decision-making.
• Experience driving cross-functional initiatives and process improvements.

Responsibilities

• Build relationships with key internal stakeholders and external partners.
• Ensure SLA targets and drive customer experience improvements.
• Lead process improvements in customer handling and related flows.
• Develop and coach CE & OPS teams; manage performance.
• Identify opportunities for technology to improve efficiency and scalability.

Skills

Leadership

Analytical thinking

Communication

Cross-functional collaboration

Process improvement

Education

Bachelor's degree in Business Administration, Engineering, Finance, Information Systems, Science, Mathematics, or a related field

MBA or advanced degree preferred

Job description

Senior Customer Experience & Operations Manager PT Bumi Santosa Cemerlang, Jakarta Pusat, Jakarta Raya, Indonesia 5 - 12 Years Full Time

Job Description

Pluang Company Overview Empower millennials to achieve financial freedom through a diversified range of simple investment options. At Pluang, it is our dream to provide access to all financial products and investment options in a simple and easy way. People from any background should be able to access the financial products market.

Supported by robust technology, Pluang empowers you to achieve future financial freedom. Our user-friendly application helps you make financial investments with a very low budget but high return. Pluang is affiliated with PG Berjangka, which has a trading license from Bappebti.

Role Overview:

The Customer Experience & Operations Senior Manager works closely with the Head of Operations to drive and shape cross departmental collaborations in regards to the achievements of the company's strategic objectives and KPIs . He/she is also responsible for structuring and managing process and tools improvements to continuously push the department’s performance and efficiency. Finally, he/she is also the key person responsible for people management in terms of performance monitoring, team structures, and also training/coaching.

Responsibilities:

Cross departmental collaboration and stakeholder management:

• Build and maintain strong relationships with key internal stakeholders, including business operations team,product, tech, also C-level executives.
• Help structure and drive cross-departmental working cadences with such stakeholders in key processes,such as product launch preparations and customer complaint escalations.
• Serve as the main point of contact for other internal stakeholders (e.g. HR, Finance, General Affairs)and external partners (vendors and partners) to ensure alignment and effective collaboration.

CE Monitoring & SLA:

• Ensure that the team fulfills its SLA and efficiency target.
• Help escalated and solve issues being faced by the team on a daily basis.

Customer Obsession

• Be the first point of contact from management when it comes to customer issues / concerns.
• Build a process where Pluang can continuously listen to customer complaints and feedback and be able to structurally recommend improvements to our products in order to improve customer experience and decreasecustomer complaints with the goal of improving Pluang’s overall rating / customer survey / reduce tickets.
• Be able to continuously drive internal improvements within CE & OPS with the goal of improving efficiency, SLA and customer experience.
• Have the ability to design systems and flows improvements especially related to the customer experience domains, e.g. SoPs, scripts,FAQs,performance mechanisms, rostering, etc.
• Lead efforts from initiation to implementation for process improvements. This includes specifically and mostly the processes of customer handling.
• Identify potential opportunities for technology implementation in the processes to achieve efficiency and scalability.

Team Leadership and Development:

• Identify and clearly differentiate each person’s roles and responsibilities for ownership clarity.
• Provide strong leadership and establish team rules to foster a culture of collaboration, accountability, and continuous learning.
• Coach, mentor, and develop team members to enhance their skills, knowledge, and performance.

Risk Management and Compliance:

• Ensure compliance with regulatory requirements and industry standards, proactively identifying and mitigating operational risks especially on compliance, data security and fraud risks.
• Implement robust controls and procedures to maintain the integrity and security of client data and assets.

Requirements:

• Bachelor's degree in Business Administration, Engineering, Finance, Information Systems, Science, Mathematics, or a related field; MBA or advanced degree preferred.
• 5+ years of experience in operations management within the financial services industry, with a focus on investment platforms or wealth management,or similar experience in process implementation/operational transformation through management consulting industry
• Strong understanding of the investment industry, trading operations, and market infrastructure.
• Proven leadership experience with the ability to inspire, motivate, and develop high-performing teams.
• Excellent analytical skills with the ability to identify opportunities, solve complex problems, and make data-driven decisions.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively across functions and levels of the organizationwithin a multi-national setting.
• Demonstrated track record of driving process improvement initiatives and implementing best practices.

• Personally Invest.
• Attractive compensation package - competitive salary, flexible bonus scheme.
• Individual career path - management and technical career growth, enhanced by learning and development program,regular performance assessment, teams of multi-national IT professionals.
• Healthy work environment - company-sponsored medical program and beverage program.
• Friendly policies to support work-life balance, team building, and celebrations.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Job Snapshot

Updated Date

07-09-2026

Job ID

JOBID_492

Department

Customer Experience