OCBC

Service Design & Development Specialist

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

  1. Menganalisa keseluruhan proses layanan di setiap  touchpoint customer dengan OCBC (baik layanan fisik maupun layanan digital) dan mengidentifikasi area yang perlu ditingkatkan dalam upaya meningkatkan kualitas layanan untuk nasabah (eksternal dan internal)
  2. Mengembangkan dan menerapkan strategi layanan untuk meningkatkan kepuasan nasabah dan pengalaman nasabah ( customer experience) yang lebih baik melalui simplifikasi proses serta optimalisasi dan pengembangan kapabilitas  Frontliner dan infrastruktur.
  3. Berkolaborasi dengan semua pihak dan unit kerja terkait untuk melakukan pemetaan proses layanan, pengembangan dan menerapkan strategi untuk meningkatkan kualitas layanan
  4. Melakukan analisa tren layanan industri keuangan termasuk analisis layanan kompetitor untuk mengidentifikasi tren, praktik terbaik, dan peluang baru dalam desain layanan
  5. Memimpin proses desain dan pengembangan layanan dari awal hingga implementasi ( end to end journey) yang selaras dengan harapan nasabah dan mendukung pertumbuhan bisnis OCBC.
  6. Melakukan evaluasi secara terus menerus untuk perbaikan berkelanjutan dan inovasi layanan untuk menciptakan kepuasan dan pengalaman nasabah yang menyenangkan serta mendukung pertumbuhan bisnis OCBC. 
  7. Memastikan seluruh risiko dari aktivitas layanan ke nasabah telah diperhatikan dan di-mitigasi terutama risiko reputasi, operasional dan kepatuhan serta melakukan eskalasi kepada manajemen terhadap hal-hal yang dapat memicu timbulnya pengaduan dan menghasilkan pengalaman nasabah yang tidak memuaskan.
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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