Service Development Head (Retail Banking)

PT Bank SMBC Indonesia Tbk; Jakarta Pusat; On-site; IDR 900,000,000 - 1,300,000,000; Full time

Job summary

PT Bank SMBC Indonesia Tbk is seeking a seasoned leader to drive Retail Banking service strategies, standards, and customer-centric initiatives across channels. You will shape the development of service standards and ensure consistent delivery aligned with business goals.

Lead structured service training, coaching rhythms, and performance monitoring, while designing rewards to reinforce a strong service culture and hospitality across customer touchpoints.

Qualifications

• Bachelor's degree from a reputable university.
• At least 8 years in banking, with Retail Banking and service development exposure.
• Strong knowledge of regulations, customer behaviour, and trends in banking.
• Excellent communication, negotiation, and stakeholder management skills.

Responsibilities

• Develop a structured customer-centric service training roadmap with progressive certification and roleplay.
• Establish service rhythm and standard through coaching and performance monitoring across channels.
• Develop rewards and communication programs to reinforce outstanding service and build a service culture.

Skills

Communication

Problem solving

Stakeholder management

Education

Bachelor's degree

Job description

Grow and Make an Impact with Bank SMBC Indonesia

Formerly known as Bank BTPN, we are now proud to be PT Bank SMBC Indonesia Tbk, part of Sumitomo Mitsui Banking Corporation, one of the world’s leading global financial groups.

This transformation marks a renewed commitment to delivering world-class banking services, grounded in innovation, collaboration, and sustainability.

At Bank SMBC Indonesia, we believe a career is more than just a job, it is a journey of personal growth, meaningful connections, and lasting impact. Join us and be part of a digital and social transformation that touches millions of lives.

Job Summary

Lead the development of Retail Banking service strategies, service standards, and service quality initiatives to deliver a competitive, customer-centric, and efficient customer experience aligned with business objectives.

Responsibilities

• Develop a structured customer centric service training roadmap with progressive certification & roleplay to build stronger service mindset, attitude, behaviour & genuine hospitality in every interaction with customers
• Establish service rhythm & standard through continuous service coaching & performance monitoring supported by practical service guidelines to ensure consistency in daily, weekly & monthly activities as well as customer handling and customer-centric service delivery across channels
• Develop service rewards & communication program to recognize and reinforce outstanding service performance as well as build service culture for consistently deliver service excellence.

Job Qualifications

• Bachelor's degree from a reputable university.
• Minimum of 8 years of experience in Banking industry, with strong exposure to Retail Banking, Service Development, Customer Experience, Service Quality, or Change Management.
• Strong understanding of banking regulations, trends, and customer behaviour.
• Strong problem-solving capabilities, project and change management capabilities with a customer-centric mindset.
• Excellent communication, negotiation, and stakeholder management skills.

At Bank SMBC Indonesia, your career is more than a job, it’s a journey of impact and growth. Our Employee Value Proposition (EVP) reflects the values we live by:

Impactfulness

Through collaboration, we strive to improve the lives of millions.

Self-Growth

We encourage you to be the best version of yourself, every single day.

Relationship

We’re more than just colleagues, we are a family.

Network

We build connections beyond banking, beyond borders.

Digitally Powered

We harness technology to reshape the future of banking.

Be part of something greater. Grow with us, lead with purpose, and create a lasting impact!