Senior Manager Customer Operations - Fintech

PT Michael Page Internasional Indonesia; Jakarta Utara; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading financial services firm in Jakarta Utara seeks a Senior Manager Customer Operations to oversee the performance of the customer service team. This role involves developing strategies for operational efficiency, ensuring compliance with industry standards, and enhancing customer satisfaction. The ideal candidate will have a strong background in customer service, particularly within financial services, as well as proven leadership and data analysis skills. Join a professional culture where continuous improvement is the goal.

Benefits

Opportunity to work in a leading organisation

Collaborative company culture

Convenient location for work-life balance

Qualifications

• Background in customer service, preferably in financial services.
• Strong leadership and team management skills.
• Proven ability to improve operational processes and customer satisfaction.
• Knowledge of industry regulations and compliance requirements.
• Excellent communication and problem-solving skills.
• Experience in analysing data and generating actionable insights.
• Proactive approach to continuous improvement and innovation.

Responsibilities

• Manage the overall performance of the customer service team.
• Develop and implement strategies for operational efficiency.
• Monitor customer feedback and enhance customer experience.
• Ensure compliance with financial services regulations.
• Collaborate with departments to streamline processes.
• Lead training and development for the customer service team.
• Generate and analyze reports on service performance.
• Drive continuous improvement initiatives in customer operations.

Skills

Leadership

Customer Service

Process Improvement

Data Analysis

Communication

Problem-solving

Job description

Senior Manager Customer Operations - Fintech

The Senior Manager Customer Operations will lead and manage the customer service team to deliver high-quality service within the financial services industry. This role requires a strong understanding of customer operations and a focus on process improvement to enhance the customer experience.

The organisation is a well-established entity within the financial services industry, known for its commitment to excellence and innovation. With a substantial presence and a focus on delivering value, the company serves a wide range of customers.

Description

As a Senior Manager Customer Operations, your main responsibilities will include:

• Managing the overall performance of the customer service team to ensure excellent service delivery.
• Developing and implementing strategies to improve operational efficiency and customer satisfaction.
• Monitoring customer feedback and addressing issues to enhance the customer experience.
• Ensuring compliance with financial services industry regulations and standards.
• Collaborating with other departments to streamline processes and improve operations.
• Leading training and development initiatives for the customer service team.
• Generating and analysing reports on customer service performance and operational metrics.
• Driving continuous improvement initiatives to optimise customer operations.

Profile

A successful Senior Manager Customer Operations should have:

• A background in customer service, preferably within the financial services industry.
• Strong leadership and team management skills.
• Proven ability to improve operational processes and customer satisfaction.
• Knowledge of industry regulations and compliance requirements.
• Excellent communication and problem‑solving skills.
• Experience in analysing data and generating actionable insights.
• A proactive approach to continuous improvement and innovation.

Job Offer

• Opportunity to work in a leading organisation in the financial services industry.
• Collaborative and professional company culture.
• Convenient location for work‑life balance.

If you are ready to take on this exciting opportunity as a Senior Manager Customer Operations in the financial services industry, we encourage you to apply today.

To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Natasya Crystal on [phone].