Customer Service Manager

Job Responsibilities

• Lead, supervise, and develop the Customer Service, Quality Control (QC), and Underwriting teams to ensure smooth day-to-day operations.

• Develop and implement operational strategies for Customer Service, QC, and Underwriting functions in alignment with the company's business objectives.

• Establish, monitor, and continuously improve Service Level Agreements (SLA), Key Performance Indicators (KPI), productivity, and quality standards across all three functions.

• Ensure underwriting activities are conducted in accordance with the company's risk policies, internal procedures, and applicable OJK regulations.

• Oversee Quality Control processes to ensure operational accuracy, compliance, consistency, and adherence to internal standards.

• Manage customer complaint escalations and coordinate cross-functional resolutions to ensure timely and effective issue resolution.

• Conduct root cause analysis on recurring customer complaints and operational issues, and implement corrective and preventive actions.

• Monitor customer satisfaction metrics, including CSAT, response time, resolution rate, and other service performance indicators, and provide regular reports to management.

• Drive continuous improvement initiatives to enhance customer experience (CX), operational efficiency, and service quality based on customer feedback and operational insights.

• Develop, review, and continuously improve Standard Operating Procedures (SOPs), knowledge base documentation, and operational guidelines for Customer Service, QC, and Underwriting.

• Prepare periodic management reports on team performance, service quality, operational productivity, underwriting metrics, and key business insights.

• Collaborate with Compliance, Risk, Product, and IT teams to support process improvements, system enhancements, and new product implementations.

• Support internal and external audits, including OJK audits, by ensuring operational processes, documentation, and controls are audit-ready.

• Identify operational risks and potential fraud indicators, and coordinate with the Risk and Compliance teams to implement appropriate mitigation measures.

• Manage workforce planning, resource allocation, training programs, coaching, and performance evaluations to ensure optimal team capability and productivity.

• Foster a culture of continuous learning, accountability, customer-centricity, and operational excellence within the team.

Requirements :

• Bachelor's degree in Business Administration, Management, Finance, Economics, or other related disciplines.

• Minimum 3 - 5 years of experience in Customer Service, Operations, Quality Assurance, Underwriting, or related operational functions, with at least 2 years in a managerial or team leadership role, preferably within fintech, P2P lending, banking, or financial services.

• Strong understanding of OJK regulations, consumer protection principles, and regulatory requirements applicable to LPBBTI (P2P Lending).

• Solid knowledge of Customer Service operations, quality assurance processes, underwriting workflows, and operational excellence.

• Strong understanding of Customer Service performance metrics, including SLA, TAT, CSAT, FRT, Resolution Rate, and Complaint Handling.

• Proven experience in developing SOPs, implementing process improvements, and driving operational efficiency.

• Strong analytical, problem-solving, and decision-making skills with the ability to translate data into actionable insights.

• Excellent leadership, coaching, stakeholder management, and team development skills.

• Excellent communication and interpersonal skills, with the ability to collaborate effectively across cross-functional teams.

• Experience using CRM, ticketing systems, or other operational management tools is an advantage.

• Proficient in Microsoft Office, particularly Excel and PowerPoint.

• Fluency in English, both written and spoken, is required. Proficiency in Mandarin is a plus.

• Ability to work in a fast-paced, dynamic, and target-oriented environment.