Senior Officer, Supervisor, Operations

PT Bank DBS Indonesia; Indonesia; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading financial services group in Indonesia is seeking a Customer Service Manager to ensure high service quality and manage customer feedback. The ideal candidate will have at least 1 year of customer service experience and a degree. Responsibilities include conducting evaluations of telephone services, mentoring teams, and fostering a positive work environment. This position offers growth opportunities in a dynamic banking environment.

Qualifications

• Must have a degree or similar qualification.
• At least 1 year working in a customer service job, like a contact center or helping clients.

Responsibilities

• Conduct timely evaluation of CSO telephone services to ensure service quality.
• Manage customer’s feedback/complaints to ensure service recovery.
• Mentor, coach and develop direct reports for progression.
• Motivate high performing customer-centric teams.

Skills

Clear Communication

Good at Managing Time

Problem Solving

Attention to Details

Education

Degree or similar qualification

Job description

Business FunctionDBSI T&O is the backbone that supports the bank as the central of operations and technology. With the spirit of OneTeam and PRIDE! Value, we serve Institutional Banking Operations and Consumer Banking Operations, manage Customer Centre and IT, provide Group Procurement and Corporate Real Estate, coordinate bank-wide Business Continuity Management program and framework, and deliver service quality for Digibank and IBG/GTS. Our Technology & Operations organization is a vital strategic partner to the business in providing competitive advantage that propels DBSI towards being the Best Bank for a Better World (#B3W).

Responsibilities\:

Operational Management

• To conduct timely evaluation of CSO telephone services to ensure service quality.
• Manage customer’s feedback/complaints to ensure service recovery is performed in a timely and customer focused manner, followed up with proper coaching of staff.

People Development & Engagement

• Mentor, coach and develop direct reports for progression and encourage continued learning opportunities.
• Motivate and enable high performing and customer-centric teams.
• Establish a positive work environment
• Ensure all direct reports adopt and adhere to good management practices in accordance with HR & CCTR policies and procedures.

Improvements & Innovation

• Involve/ lead process improvement initiatives

Requirements\:

• Clear Communication\: Be able to speak and write in a way that customers and coworkers can easily understand.
• Good at Managing Time\: Able to handle different tasks and know which ones are most important to do first.
• Problem Solving\: Able to find solutions quickly when problems come up and make decisions that help customers.
• Attention to Details\: Pay close attention to small details and make sure information is correct.
• Education\: Must have a degree or similar qualification.
• Experience\: At least 1 year working in a customer service job, like a contact center or helping clients.

Career Opportunities Bank DBS Indonesia is part of DBS Group, one of the largest financial services groups in Asia with dominant positions in consumer banking, treasury and markets, asset management, securities brokerage, equity and debt fund raising. With expansion of the Bank, we are looking for high caliber individuals to fill in the following position :

Career Opportunities Bank DBS Indonesia is part of DBS Group, one of the largest financial services groups in Asia with dominant positions in consumer banking, treasury and markets, asset management, securities brokerage, equity and debt fund raising. With expansion of the Bank, we are looking for high caliber individuals to fill in the following position :

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