Kualifikasi:* Minimal S1 (Manajemen/Bisnis/Komunikasi).* Pengalaman 5+ tahun di Customer Service, minimal 2 tahun sebagai Supervisor/Manager.* Berpengalaman di fintech, perbankan, e-wallet, lending, atau industri digital.* Memiliki kemampuan leadership & people management yang kuat.* Mampu menyusun dan mengimplementasikan SOP layanan pelanggan.* Berpengalaman menangani komplain dan eskalasi kasus kompleks.* Memiliki komunikasi, analitis, dan problem-solving yang baik.
Jobdesc:* Memimpin dan mengelola operasional tim Customer Service harian (chat, email, call center).* Memastikan pencapaian KPI layanan.* Menangani dan menyelesaikan eskalasi kasus pelanggan yang kompleks.* Menyusun, memperbarui, dan memastikan implementasi SOP layanan pelanggan.* Memberikan coaching, training, dan pengembangan kompetensi tim CS.* Mengelola jadwal kerja, workload, dan kebutuhan manpower tim CS.* Menyusun laporan performa layanan secara berkala kepada
ResponsibilitiesLead the company’s business and technology strategy to drive sustainable growth in the P2P lending sector.Oversee the end-to-end development and management of the platform (credit scoring, disbursement, repayment, and collection).- Ensure systems are scalable, reliable, and secure through robust technology architecture (cloud, microservices, APIs).Supervise and develop cross-functional teams (engineering, DevOps, data, cybersecurity, and product).Drive the adoption of data analytics and AI/ML for risk assessment, fraud detection, and data-driven decision-making.Ensure compliance with fintech regulations and effectively manage technology and operational risks.Manage strategic relationships with regulators, investors, and business partners.Lead digital product innovation and enhance customer experience through technology.Oversee the execution of strategic initiatives with strong governance, ensuring timely and high-quality delivery.Build and foster an agile, innovative, and data-driven organizational culture.
QualificationsBachelor’s degree in IT / Information Systems (Master’s degree is an advantage)Minimum 3+ years in senior management roles (Head / Senior Manager / Director level)Experience leading large teams (regional / global / shared service center)Strong understanding of end-to-end P2P processes (Product, Collection, IT)Experience in process digitalization Familiar with data analytics and reporting tools Strong knowledge of internal controls, audit, and compliance Strong leadership and stakeholder management across Finance, Procurement, IT, and Business unitsProven capability in change management within system and organizational transformation
Job DescriptionKeep up to date on compliance issues and ensure their timely escalation, reporting and resolutionAdvice company and business activities on applicable rules and regulations, methods and processes needed to ensure regulatory complianceActively collaborate with other teams to create a culture of compliance and risk mitigationTo assist in dealings with regulators on regulatory matters, including seeking clarifications on issues where neededConduct risk analysis and calculation within the company, including prepare the risk mitigation plan, to advice management on how to make decisionManage and drive the implementation of risk mitigation plan and compliance related projects.
RequirementsBachelor deegree in Business Administration, Finance, Accounting, Risk Management, Law or related areaMin. 5 years of relevant experience in Compliance, Risk Management or Internal AuditHaving experience working in financial industry companies, such as banks, fintech, multifinance, etc.Familiar with business regulation policies and frameworksGreat communication skiils and be able to work with different stakeholdersHaving certification in risk management or internal audit is a plusStrong analytical skills with the ability to collect, organize and analyze significant amount of information
