Settlement Operations Team Leader

PT Dhira Global Utama; Jakarta Selatan; On-site; IDR 180,000,000 - 280,000,000; Full time

Job summary

PT Dhira Global Utama is seeking a skilled operations leader to oversee overall operations performance, customer service support, and related functions. The role requires English fluency and strong stakeholder management to coordinate across countries, departments, and time zones.

Responsibilities include monitoring daily operations, conducting quality checks, reporting performance, and escalating critical issues.

Qualifications

• Proven experience in operations management, team leadership, quality control, or site coordination.
• Fluent in English with strong written and verbal communication skills.
• Strong stakeholder-management and cross-cultural communication skills.
• Analytical & problem-solving skills.
• Experience in quality control, performance monitoring, and reporting, with ability to identify issues and suggest practical solutions.
• Adaptability & regulatory awareness.
• Proactive, agile, and able to manage multiple priorities under pressure.
• Basic knowledge of applicable local regulations and willingness to provide on-call support for urgent operational incidents when required.

Responsibilities

• Oversee and monitor daily operations performance to meet standards and targets.
• Conduct regular quality checks, analyze metrics, identify gaps, and provide actionable reports to department managers.
• Serve as the primary liaison to facilitate cross-department collaboration and keep management informed of performance, incidents, and risks.
• Coordinate urgent escalations and ensure timely resolution across teams.
• Monitor adherence to SOPs and identify opportunities for process improvements.

Job description

Responsible for overseeing and monitoring the overall performance of operations, Customer Service, and other operations supporting functions.

This role serves as the key liaison, ensuring effective communication, operational quality, regulatory awareness, and timely escalation of critical issues.

Job Duties

Overall Operations Monitoring

Monitor the daily operations and performance of teams to ensure operational standards and performance targets are met.

Quality Control & Reporting

Conduct regular quality checks, analyze performance metrics, identify performance gaps, and provide actionable reports and recommendations to the respective department managers.

Serve as the primary liaison to facilitate effective communication and collaboration across departments.

Keep relevant managers and senior management informed of operational performance, critical incidents, and potential risks.

Coordinate urgent escalations and follow up until resolution.

Compliance Awareness & Continuous Improvement

Monitor adherence to company SOPs, identify operational risks, and recommend process improvements.

Job Requirements

Proven experience in operations management, team leadership, quality control, or site coordination, preferably within the financial services or Business Process Outsourcing (BPO) industry.

Language Proficiency is fluent in English, with strong written and verbal communication skills.

Strong stakeholder-management and cross-cultural communication skills, with the ability to coordinate effectively across countries, departments, and time zones.

Analytical & Problem-solving Skills.

Experience in quality control, performance monitoring, and reporting, with strong analytical skills and the ability to identify issues and recommend practical solutions.

Adaptability & Regulatory Awareness.

Proactive, agile, and able to manage multiple priorities under pressure.

Basic knowledge of applicable local regulations and willingness to provide on-call support for urgent operational incidents when required.