Service Excellence

PT Bank Digital BCA (BCA Digital); Jakarta Pusat; On-site; IDR 180,000,000 - 280,000,000; Full time

Job summary

PT Bank Digital BCA (BCA Digital) is seeking a motivated Process & Service Excellence professional to drive continuous improvement across operations. The role focuses on identifying opportunities from customer feedback, standardizing service quality, and implementing automation to boost productivity and service levels.

The ideal candidate holds a Bachelor's in business/engineering, with 2–3 years in service excellence or process improvement within banking, strong analytical skills, and

Qualifications

• Bachelor's degree in a related field.
• 2–3 years of experience in Service Excellence, Customer Experience, Process Improvement, or Operational Excellence.
• Banking industry experience is highly preferred.
• Strong understanding of CX, service excellence, and continuous improvement methodologies.
• Proficient in Microsoft Office applications, especially Excel and PowerPoint.

Responsibilities

• Drive continuous improvement initiatives through process simplification, digitalization, automation, and system utilization.
• Analyze customer feedback trends to identify root causes and recommend improvements.
• Develop project plans, impact assessments, and ensure successful implementation of initiatives.
• Collaborate with cross‑functional teams to execute service excellence programs.

Skills

Analytical thinking

Process improvement

Customer experience

Cross-functional collaboration

Communication

Education

Bachelor's degree in Business Administration/Management/Industrial Engineering/Information Systems

Job description

We are seeking a highly motivated Process & Service Excellence to drive continuous improvement initiatives, enhance customer experience, and optimize operational processes. This role will be responsible for identifying improvement opportunities, analyzing customer feedback and complaints, standardizing service quality, and implementing innovative solutions to improve productivity and service excellence across the organization.

Key Responsibilities

• Drive continuous improvement initiatives through process simplification, digitalization, system utilization, and automation.
• Identify, analyze, and recommend process enhancement opportunities to improve operational efficiency and service quality.
• Develop project plans, conduct impact assessments, and ensure successful implementation of process improvement initiatives.
• Analyze customer complaints and feedback trends to identify root causes and recommend actionable improvements.
• Support the development and execution of service excellence programs to enhance customer satisfaction and overall service performance.
• Develop, maintain, and standardize communication scripts, service guidelines, and customer interaction standards.
• Conduct service quality reviews and ensure consistent service delivery across customer touchpoints.
• Initiate and manage customer surveys, feedback collection programs, and customer satisfaction measurement activities.
• Collaborate with cross-functional teams to implement process and service improvement initiatives.
• Prepare reports, presentations, and recommendations related to productivity improvement, customer feedback, and service excellence performance.
• Build and maintain effective relationships with internal and external stakeholders to support business objectives.
• Continuously enhance professional knowledge and competencies, particularly in banking, customer experience, and service excellence best practices.

Requirements

• Bachelor's Degree in Business Administration, Management, Industrial Engineering, Information Systems, or a related field.
• Minimum 2-3 years of experience in Service Excellence, Customer Experience, Process Improvement, Operational Excellence, Quality Assurance, or a related area.
• Previous experience in the Banking industry is highly preferred.
• Strong understanding of Customer Experience (CX), Service Excellence, Business Process Improvement, and Continuous Improvement methodologies.
• Experience in handling customer feedback analysis, complaint management, and customer satisfaction programs.
• Strong analytical and problem-solving skills with the ability to identify trends and develop practical improvement solutions.
• Experience in project management and cross-functional stakeholder collaboration.
• Excellent communication, presentation, and interpersonal skills.
• Proficient in Microsoft Office applications, particularly Excel and PowerPoint.
• Experience with process automation, workflow systems, or reporting tools will be an advantage.
• Self-driven, detail-oriented, and committed to delivering high-quality results.