Team Leader Customer Care (Case Management)

Macquarie Group; Indonesia; On-site; IDR 267,840,000 - 468,720,000; Full time

Job summary

Macquarie Group seeks a Team Leader for Customer Care (Case Management) in Indonesia. You will mentor a team, run stand-ups, and conduct structured reviews to uplift performance while leveraging AI tools to enhance efficiency.

The role requires strong stakeholder collaboration with Product and other departments to resolve blockers and improve processes. Ideal candidates will have proven experience managing workflows in high-volume customer support and a solid understanding of operational risk

Qualifications

• Proven experience building and guiding high-performing teams.
• Experience conducting structured stand-ups and formal performance reviews.
• Strong coaching and feedback skills to elevate team capabilities.
• Experience managing escalations and sensitive customer cases within banking or financial services.

Responsibilities

• Lead and mentor a Customer Care (Case Management) team.
• Facilitate stand-ups, coaching sessions, and performance reviews.
• Collaborate with Product and other stakeholders to remove blockers.
• Oversee workflows to ensure high-volume, efficient operations.
• Guide escalation handling for complex and sensitive customer cases.

Skills

Team leadership

Mentoring

Performance reviews

Stakeholder management

Coaching

Job description

Team Leader Customer Care (Case Management)

Proven experience managing, mentoring, and developing a team, with a track record of running effective stand-ups and structured performance reviews.

Strong ability to provide constructive feedback and targeted coaching to elevate team performance, empower Case Managers, and support their career growth.

Eager to embrace AI offerings and proactively look for ways to leverage these tools to make our processes smarter and more efficient.

Demonstrated experience in managing workflows, and ensuring efficient operations within a high-volume or specialist customer support environment.

Ability to guide the strategy for resolving escalated, complex, and sensitive customer cases, ensuring optimal outcomes for both the customer and the business.

Excellent stakeholder management skills, with specific experience partnering proactively with Product and other stakeholders to remove blockers and drive systemic improvements.

High personal resilience to effectively support and guide a team that routinely handles highly sensitive customer vulnerability cases, while actively promoting team well-being.

Exceptional communication skills to manage team dynamics, present performance metrics, and collaborate across various departments.

Understanding of the operational risks and regulatory obligations associated with customer vulnerability and complaints in the banking sector.

Ability to review and resolve standard, low-complexity issues while understanding their broader implications.

Proven experience managing, mentoring, and developing a team, with a track record of running effective stand-ups and structured performance reviews.

Strong ability to provide constructive feedback and targeted coaching to elevate team performance, empower Case Managers, and support their career growth.

Eager to embrace AI offerings and proactively look for ways to leverage these tools to make our processes smarter and more efficient.

Demonstrated experience in managing workflows, and ensuring efficient operations within a high-volume or specialist customer support environment.

Ability to guide the strategy for resolving escalated, complex, and sensitive customer cases, ensuring optimal outcomes for both the customer and the business.

Excellent stakeholder management skills, with specific experience partnering proactively with Product and other stakeholders to remove blockers and drive systemic improvements.

High personal resilience to effectively support and guide a team that routinely handles highly sensitive customer vulnerability cases, while actively promoting team well-being.

Exceptional communication skills to manage team dynamics, present performance metrics, and collaborate across various departments.

Understanding of the operational risks and regulatory obligations associated with customer vulnerability and complaints in the banking sector.

Ability to review and resolve standard, low-complexity issues while understanding their broader implications.