OCBC

Service Design & Development

OCBC  •  Republic of Indonesia (Onsite)  •  3 months ago
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Job Description

  1. Membuat desain Standar Layanan yang terintegrasi dengan strategi Bank dan berdasarkan pada insight dan ekspektasi nasabah.
  2. Membuat Customer Journey layanan Bank untuk meningkatkan kualitas pengalaman perbankan bagi nasabah.
  3. Mengolah feedback dari Nasabah, tren kompetitor dan strategi bisnis Bank untuk pengkinian Standar Layanan Bank.
  4. Mengelola Key Performance Indicator (KPI) Service bagi Frontliner dan unit kerja terkait untuk mendukung pencapaian Standar Layanan Bank.
  5. Melakukan pengkinian materi Service Standar sesuai desain layanan terbaru serta mengoordinasikan pelaksanaan pelatihan dan sosialisasinya.
  6. Berkoordinasi dengan Network Service Quality dan lintas divisi dalam upaya peningkatan kualitas layanan dan sumber daya manusia guna memberikan nilai tambah serta perbaikan proses yang berkesinambungan.
  7. Berperan sebagai narahubung (point of contact) atas pertanyaan layanan dan menjalin kolaborasi yang konstruktif dengan para leader Region dalam pemantauan penerapan standar layanan.
  8. Membawakan materi training terhadap fungsi/unit kerja/fungsi yang terkait dan berhubungan langsung dengan layanan ke nasabah.
  9. Melakukan aktifitas pengelolaan bisnis / operasional sesuai ketentuan yang berlaku. (Khusus untuk Individual Kontributor)[DM1]
OCBC

About OCBC

OCBC is the longest established Singapore bank, formed in 1932 from the merger of three local banks, the oldest of which was founded in 1912. It is now the second largest financial services group in Southeast Asia by assets and one of the world’s most highly-rated banks, with an Aa1 rating from Moody’s. Recognised for its financial strength and stability, OCBC is consistently ranked among the World’s Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.

OCBC and its subsidiaries offer a broad array of commercial banking, specialist financial and wealth management services, ranging from consumer, corporate, investment, private and transaction banking to treasury, insurance, asset management and stockbroking services.

OCBC’s key markets are Singapore, Malaysia, Indonesia and Greater China. It has more than 570 branches and representative offices in 19 countries and regions. These include about 300 branches and offices in Indonesia under subsidiary Bank OCBC NISP, and over 90 branches and offices in Mainland China, Hong Kong SAR and Macau SAR under OCBC Wing Hang.

OCBC’s private banking services are provided by its wholly-owned subsidiary Bank of Singapore, which operates on a unique open-architecture product platform to source for the best-in-class products to meet its clients’ goals.

OCBC's insurance subsidiary, Great Eastern Holdings, is the oldest and most established life insurance group in Singapore and Malaysia. Its asset management subsidiary, Lion Global Investors, is one of the largest private sector asset management companies in Southeast Asia.

Industry
Finance & Insurance
Company Size
10,000+ employees
Headquarters
Singapore, SG
Year Founded
1932
Website
ocbc.com
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