Senior Manager of Customer Experience

Senior Manager of Customer Experience

PT Bumi Santosa Cemerlang, Jakarta Pusat, Jakarta Raya, Indonesia

Department Customer Experience Job posted on Apr 28, 2025 Employment type Full Time Role Overview: The Customer Experience & Operations Senior Manager works closely with the Head of Operations to drive and shape cross departmental collaborations in regards to the achievements of the companys strategic objectives and KPIs . He/she is also responsible for structuring and managing process and tools improvements to continuously push the departments performance and efficiency. Finally, he/she is also the key person responsible for people management in terms of performance monitoring, team structures, and also training/coaching. Responsibilities: Cross departmental collaboration and stakeholder management:

• Build and maintain strong relationships with key internal stakeholders, including business operations team, product, tech, also C-level executives.
• Help structure and drive cross-departmental working cadences with such stakeholders in key processes, such as product launch preparations and customer complaint escalations.
• Serve as the main point of contact for other internal stakeholders (e.g. HR, Finance, General Affairs) and external partners (vendors and partners) to ensure alignment and effective collaboration.

CE Monitoring & SLA:

• Ensure that the team fulfills its SLA and efficiency target.
• Help escalate and solve issues being faced by the team on a daily basis.

Customer Obsession

• Be the first point of contact from management when it comes to customer issues / concerns.
• Build a process where Pluang can continuously listen to customer complaints and feedback and be able to structurally recommend improvements to our products in order to improve customer experience and decrease customer complaints with the goal of improving Pluangs overall rating / customer survey / reduce tickets.

Continuous Improvements

• Be able to continuously drive internal improvements within CE & OPS with the goal of improving efficiency, SLA and customer experience.

• Have the ability to design systems and flows improvements especially related to the customer experience domains, e.g. SoPs, scripts,FAQs, performance mechanisms, rostering, etc.
• Lead efforts from initiation to implementation for process improvements. This includes specifically and mostly the processes of customer handling.
• Identify potential opportunities for technology implementation in the processes to achieve efficiency and scalability.

Team Leadership and Development:

• Identify and clearly differentiate each persons roles and responsibilities for ownership clarity.
• Provide strong leadership and establish team rules to foster a culture of collaboration, accountability, and continuous learning.
• Coach, mentor, and develop team members to enhance their skills, knowledge, and performance.

Risk Management and Compliance:

• Ensure compliance with regulatory requirements and industry standards, proactively identifying and mitigating operational risks especially on compliance, data security and fraud risks.
• Implement robust controls and procedures to maintain the integrity and security of client data and assets.

Requirements:

• Bachelors degree in Business Administration, Engineering, Finance, Information Systems, Science, Mathematics, or a related field; MBA or advanced degree preferred.
• 5+ years of experience in operations management within the financial services industry, with a focus on investment platforms or wealth management, or similar experience in process implementation/operational transformation through management consulting industry
• Strong understanding of the investment industry, trading operations, and market infrastructure.
• Proven leadership experience with the ability to inspire, motivate, and develop high-performing teams.
• Excellent analytical skills with the ability to identify opportunities, solve complex problems, and make data-driven decisions.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively across functions and levels of the organization within a multi-national setting.
• Demonstrated track record of driving process improvement initiatives and implementing best practices.
• Personally Invest.

Work Environment Details:

• Attractive compensation package - competitive salary, flexible bonus scheme.
• We are always looking for ways to promote and inspire innovation. So, come build your dream with us.
• Individual career path - management and technical career growth, enhanced by learning and development program, regular performance assessment, teams of multi-national IT professionals.
• Healthy work environment - company-sponsored medical program and beverage program.

• Friendly policies to support work-life balance, team building, and celebrations.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Pluang Company Overview Empower millennials to achieve financial freedom through a diversified range of simple investment options. At Pluang, it is our dream to provide access to all financial products and investment options in a simple and easy way. People from any background should be able to access the financial products market.

Supported by robust technology, Pluang empowers you to achieve future financial freedom. Our user-friendly application helps you make financial investments with a very low budget but high return. Pluang is affiliated with PG Berjangka, which has a trading license from Bappebti.

Information :

• Company : Pluang
• Position : Senior Manager of Customer Experience
• Location : Jakarta
• Country : ID