Senior CX & Operations Lead - FinTech

Pluang; Jakarta Pusat; Sur place; IDR 500 000 000 - 800 000 000; Plein temps

Avantages offerts par ce poste

Medical program

Beverage program

Flexible bonus scheme

Diversity and equal opportunity

Résumé du poste

Pluang is seeking a Senior Customer Experience & Operations Manager in Jakarta Pusat to partner with the Head of Operations in shaping cross-departmental initiatives and improving processes. You will own KPIs, drive efficiency, and manage teams focusing on customer experience, SLAs, and operational risk while collaborating with product, tech, HR, and finance.

You will lead initiatives, design improved customer handling systems, and identify opportunities for scalable tech implementations to

Qualifications

• Bachelor’s degree in a relevant field; MBA or advanced degree preferred.
• 5+ years of experience in operations management within financial services, with a focus on investment platforms or wealth management.
• 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.

Responsabilités

• Drive cross-departmental collaboration with stakeholders (business operations, product, tech, C-suite).
• Structure and drive cross-departmental working cadences for key processes like product launches and customer escalations.
• Ensure SLA attainment and escalate/resolve daily issues.
• Lead customer obsession initiatives to listen to feedback and improve products and customer experience.
• Develop and coach team members, establish clear roles, and foster a culture of accountability.

Connaissances

Leadership

Analytical skills

Communication skills

Stakeholder management

Data-driven decisions

Cross-functional collaboration

Formation

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

MBA or advanced degree preferred

Description du poste

Pluang is seeking a Senior Customer Experience & Operations Manager in Jakarta Pusat to partner with the Head of Operations in shaping cross-departmental initiatives and improving processes. You will own KPIs, drive efficiency, and manage teams focusing on customer experience, SLAs, and operational risk while collaborating with product, tech, HR, and finance.

You will lead initiatives, design improved customer handling systems, and identify opportunities for scalable tech implementations to