• Responsible in creating concept, tools, system and manpower for new Department of Call Center• Responsible on selecting staff recruitment for Call Center • Review procedures, policy and coordination with related Department• Review Staff’s performance and decide on the continuation of the contract• Review, analyze and develop Call Center to improve performance and target achievement• Monthly reporting of Call Center performance to the Board of Directors

Responsible to Call Center day to day operational, Plan & manage any necessary action to achieve SLA as targeted. Daily, monthly, yearly report and presentation to Management team.

• Maintain documentation of compliance activities, such as complaints received and proactive• Interact with Member to support, educate and advise Member by checking-in on a regular basis to ensure policies are being followed• Monitor whether the business is operating according to applicable regulatory requirements, operating processes and policies by doing site visit• Conduct and direct the internal investigation of compliance issues including order and payment research• Identify compliance issues that require to follow-up or investigate• Reporting non-compliance issues and correct the issue • Conduct review of some specific cases done by Junior Coordinator

• Create Standard Operating Procedure (SOP) for Merchant Monitoring Transaction and Merchant Care• Preparing infrastructure for Merchant Monitoring & Payment facility• Preparing Business Requirement Development (BRD) Merchant Monitoring for supporting application system• Preparing templates for both Merchant Monitoring and Merchant Payment reports• Preparing Job Description for both Merchant Monitoring and Merchant Payment Supervisor and Staffs• Conduct reconciliation transaction and payment to merchant and payment received from Principal• Conduct necessary procedures required regarding merchant payment matters

• Developing monitoring and training program. • Responsible in team target and achievement.• Responsible in monthly report to Manager• Supervise Quality Assurance Staff and Training Staff• Responsible in Quality of monitoring and training report• Performed same perception, calibration, FGD

• Making Concept of monitoring templates for operational agent and Customer Care Support and Email, report template, call monitoring guidance and scoring. • Making Concept for Best Agent Template and Scoring, Sample Call Project, Customer Satisfaction Survey.• Responsible achievement target call monitoring from call centre, banking / credit card• Responsible in auditing target from Customer Care Support and Email• Responsible investigation case from Operational Department if any.• Coaching Call Center Officer.• Performed same perception, calibration, FGD.• Report Performance staff every month.• Prepare daily report, monthly report.• Conducting training session to new officer related to compliance (Do & Don’t and Fatal Error) and call monitoring guidance.• Leading and Mentoring other QA Staff.• To improve the quality of service in Sinarmas Bank Customer Care and its operations.

• Responsible achievement target call monitoring from call centre, banking, credit card• Responsible in auditing target from Customer Care Support and Email• Responsible investigation case from Operational Department if any.• Coaching Call Centre Officer.• Performed same perception, calibration, and sudden inspection regularly.• Report Performance staff every month.• Prepare daily report.• Conducting training session to new officer related to call monitoring guidance.

• Handling inbound call from customer for any inquiries, which are related to credit card• Solving customer problem that related to credit card transaction• Analyzed and investigated the problem end to end process• Coordinate with the other department case-by-case basis