Customer Protection Manager (Financial Services)
Akulaku Indonesia
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Job Description
- Lead and execute the company’s customer service strategy, ensuring alignment with business goals and compliance with OJK consumer protection regulations.
- Oversee daily customer service operations across multiple channels (call center, live chat, social media, walk-in).
- Manage the Complaint Handling Unit, ensuring timely resolution and accurate reporting to OJK as required
- Monitor and optimize key performance metrics including CSAT, SLA, first response time, and other operational indicators.
- Build a customer-centric culture and collaborate with cross-functional teams to enhance the overall customer journey.
- Lead, coach, and develop the customer service team to achieve high performance and service excellence.
- Prepare and deliver management and regulatory reports related to customer service performance and complaint trends.
Requirements
- Bachelor’s degree in Business Administration, Finance, Communication, or any related major.
- Minimum 3 years of experience in customer service within the multi-finance, banking, or financial services industry.
- Minimum 3 years in a managerial or head-level role, leading multi-channel customer service teams.
- Strong understanding of OJK consumer protection regulations.
- Fluent English, both spoken and written (Fluency in Mandarin is a plus)
- Excellent leadership, communication, and analytical skills.
- Demonstrated ability to manage complex service operations and drive continuous process improvement.
- Proficient in data-driven decision-making and customer satisfaction management.
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Akulaku is a leading banking and digital finance platform in Southeast Asia, with a presence in Indonesia, the Philippines, and Malaysia. Akulaku exists to help meet the daily financial needs of underserved customers in emerging markets through digital banking, digital financing, digital investment, and insurance brokerage services.
In addition to the Akulaku virtual credit card and ecommerce platform, the company operates Asetku, an online wealth management platform and Neobank, a mobile digital bank supported by Bank Neo Commerce. Akulaku’s mission is to serve 50 million users across Southeast Asia by the year 2025.
