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Service Design & Development Specialist
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Location
In office (Jakarta)
Confirmed on the employer's own hiring board on Oct 18, 2026. First seen by Alion on Mar 6, 2025. OCBC NISP scores C on the Alion truth index.
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OCBC NISP is an Indonesian bank offering savings, business banking and investment solutions to personal and corporate customers. It hires premier banking business developers, enterprise banking credit analysts, treasury and wealth operations officers and marketing technology interns. The bank is headquartered in Jakarta, Indonesia.
- 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)
- 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.
- Berkolaborasi dengan semua pihak dan unit kerja terkait untuk melakukan pemetaan proses layanan, pengembangan dan menerapkan strategi untuk meningkatkan kualitas layanan
- Melakukan analisa tren layanan industri keuangan termasuk analisis layanan kompetitor untuk mengidentifikasi tren, praktik terbaik, dan peluang baru dalam desain layanan
- Memimpin proses desain dan pengembangan layanan dari awal hingga implementasi (end to end journey) yang selaras dengan harapan nasabah dan mendukung pertumbuhan bisnis OCBC.
- Melakukan evaluasi secara terus menerus untuk perbaikan berkelanjutan dan inovasi layanan untuk menciptakan kepuasan dan pengalaman nasabah yang menyenangkan serta mendukung pertumbuhan bisnis OCBC.
- 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.
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