Operational & Customer Service Manager (Financial Service / Fintech)
# Operational & Customer Service Manager (Financial Service / Fintech) **PT Elabram Systems** · Jakarta · `On-site` 🕒 **Статус:** *Опубликовано: вчера* · *Источник: Indeed* --- ### About the Role Currently, PT. Elabram Systems is supporting one of our client, a financial technology company in looking for a HR & General Affair Manager with details below: Build SFI's operations and customer service from zero, including transaction and merchant operations and consumer complaint handling. This role owns day-to-day compliance with OJK consumer protection rules (POJK 22/2023). Key responsibilities - Design end-to-end operating processes: customer and merchant onboarding, transaction handling with financial institution partners, and settlement and reconciliation with Finance. - Set up consumer complaint handling in line with POJK 22/2023: channels, service levels, escalation, record-keeping, and reporting. - Write operations and customer service SOPs, service levels, and scripts that meet fair treatment and disclosure rules. - Select and set up ticketing or CRM tools; define quality monitoring and service KPIs. - Support merchants and coordinate customer servicing hand-offs with financial institution partners. - Plan and later build the customer service team for launch. - Feed complaint and incident data to Compliance and Risk. First six months — what success looks like - Operations and complaint handling SOPs complete for the license file. - Complaint channels, service levels and reporting templates ready for launch. - Process maps agreed with the first financial institution partner and merchants. Requirements - 5–8 years in operations or customer service in fintech lending, BNPL, payments or banking, including at least 2 years managing a team. - Direct experience with complaint handling and OJK consumer protection requirements. - Process design and continuous improvement skills; comfortable with data and service metrics. - Bachelor's degree in any relevant field. Certification - Required: at least one of — COPC certification; Certified Customer Experience Professional (CCXP); BNSP-licensed customer service or complaint handling certification. A strong candidate may be considered if they commit to obtaining it within 6 months of joining. - · Advantage: Lean Six Sigma Green Belt; ISO 10002 (complaint handling) training. Work Location: In person
Наблюдалась 2026-10-16, впервые 2026-10-15, источник — Indeed.