ROLE OBJECTIVES
Responsible for our main branch located in Mega Kuningan to ensure the service delivery is well delivered in accordance with standards, regulations and internal process.
ROLE ACCOUNTABILITIES
- Supports the Sales Team in achieving financial targets by providing customers with information about the Bank's products, services, and facilities according to their needs
- Ensures the implementation of APU & PPT programs at the branch in accordance with applicable policies and procedures
- Identifies and prevents operational losses and potential fraud within the team, and ensures that Internal Audit assessments are satisfactory
- Monitors the service provided by customer service & tellers and manages ATM replenishment process to ensure that the service provided meets the Bank's service standards
- Coordinates in creating plans and improvements to be implemented at the branch, so that the service provided to customers improves over time in line with service assessment targets
- Ensures that all service processes at the branch run smoothly and efficiently in accordance with regulations
- Ensures that customer complaints related to the team are resolved promptly and effectively, and that solutions meet customer needs while adhering to applicable regulations
- Identifies and develops employees under their management who have the potential to become future leaders
GENERAL REQUIREMENT
- Possesses at least a Bachelor's degree from any field of study.
- Has a minimum of 4-6 years of experience in the banking industry as a Senior Service Staff and 3-4 years of experience as a Service Team Leader.
- Holds a Level 4 Risk Management Certification.
- Possesses required technical skills in:
- Sales
- Service
- Banking Operations
- People Management
- Has a thorough understanding of the Bank's operational systems and procedures
- Understands Know Your Customer (KYC) regulations.
- Understands and implements Service Excellence and Customer Journey principles
