Branch Service Manager - Mega Kuningan

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