OCBC

Service Program & Measurement Specialist

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

  1. Merancang Roadmap  program, inisiatif dan event peningkatan kualitas layanan berdasarkan prioritas dan strategi manajemen.
  2. Melakukan monitoring pelaksanaan program, inisiatif dan event peningkatan kualitas layanan serta memberikan laporan perkembangan dan hasil implementasinya secara berkala.
  3. Menginisiasi dan mengelola program Service Excellence, meliputi:
  4. Recognition Program: memberikan apresiasi atas pencapaian layanan yang luar biasa (extraordinary achievement) bagi tim dan individu.
  5. Encouragement Program: Service Clinic sebagai sarana pendampingan dan perbaikan performa layanan yang di bawah standar.
  6. Mengkurasi dan mempublikasikan service success story melalui kanal komunikasi resmi Bank untuk membangun budaya apresiasi dan serta meningkatkan Service Excellence awareness.
  7. Memastikan rancangan program sesuai Change Management Plan sehingga implementasi berjalan efektif, tepat waktu dan sasaran di berbagai kondisi.
  8. Mengolah dan menganalisa feedback dari berbagai sudut pandang sebagai insight perbaikan, mencakup evaluasi output program dan tingkat engagement yang terbentuk.
  9. 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.
  10. Berperan sebagai narahubung (point of contact) atas pertanyaan layanan dan menjalin kolaborasi yang konstruktif dengan para leader Region dalam pemantauan penerapan standar layanan. 
  11. Membawakan materi training terhadap fungsi/unit kerja/fungsi yang terkait dan berhubungan langsung dengan layanan ke nasabah.
  12. Melakukan aktivitas pengelolaan bisnis / operasional sesuai ketentuan yang berlaku. (Khusus untuk Individual Kontributor)
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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