Skill diminta
Attention to DetailAuditingCommunicationCustomer ServiceDeliveryEnglish
Gaji pasar untuk posisi ini
Median Rp4,0 jt/bulan · rentang umum Rp3,3 jt – Rp5,0 jt
Berdasarkan 1.198 lowongan General Administration se-Indonesia (semua level).
Lihat data gaji selengkapnya →Deskripsi
Key responsibilities
Monitor and evaluate service quality standards across branch operations, including customer interactions, transaction processing, and staff conduct
Conduct regular audits and inspections of branch facilities, processes, and customer service delivery to ensure compliance with established guidelines
- Analyse customer feedback, complaints, and satisfaction data to identify trends and areas requiring improvement
- Prepare comprehensive reports on service quality performance metrics and present findings to branch management and senior stakeholders
- Develop and implement corrective action plans to address identified service deficiencies and performance gaps
- Provide coaching and training to branch staff on service standards, customer engagement techniques, and operational best practices
- Maintain detailed documentation of monitoring activities, audit results, and follow-up actions taken
- Collaborate with branch managers and operational teams to ensure continuous improvement in service delivery and customer satisfaction
- Monitor compliance with banking regulations, internal policies, and security procedures during branch operations
- What we're looking for
- Bachelor's degree in Business Administration, Finance, or related field preferred
Minimum 3-5 years' experience in service quality monitoring, customer service management, or branch operations within retail banking or similar financial services environment
- Strong knowledge of retail banking operations, products, and customer service standards
- Proven ability to conduct audits, analyse performance data, and prepare detailed reports using analytical tools and spreadsheet software
- Excellent communication and interpersonal skills with ability to engage effectively with staff at all levels
- Attention to detail and strong organisational skills with ability to manage multiple monitoring activities simultaneously
- Understanding of banking regulations, compliance requirements, and internal control frameworks
- Ability to work independently whilst contributing effectively as part of a team
- Proficiency in Indonesian and English languages