Head of Operations

3 months ago


Jakarta, Indonesia VIDA Digital Identity Full time

Jakarta, Jakarta

Work Type: Full Time

**Customer Support Management**:
- Develop and implement customer support strategies, policies, and procedures to ensure high-quality service delivery, as part of company wide Customer Success strategy.-
- Oversee customer support teams, including hiring, training, performance management, and resource allocation.-
- Monitor customer support metrics, such as response times, customer satisfaction scores, and issue resolution rates.-
- Identify areas for improvement in customer support processes and implement initiatives to enhance customer experience / customer success initiatives.**Customer Operations Management**:
Develop and execute strategies to optimize customer operations, including Reconciliation & Dispute Management, Customer Success, Data Processing, and Registration Authority.-
- Monitor and analyze operational performance metrics related to customer operations, identifying areas for improvement and implementing solutions.-
- Streamline processes to enhance operational efficiency and reduce costs while maintaining high levels of customer satisfaction.**Business Process Improvement (BPI)**:
- Lead BPI initiatives to identify and implement process improvements across customer support, customer success and operations functions.-
- Analyze existing processes, workflows, and systems to identify bottlenecks and areas of inefficiency.-
- Develop and implement process redesign strategies, leveraging best practices and innovative solutions.-
- Collaborate with stakeholders to ensure successful implementation and adoption of process improvements.**Strategic Planning**:
- Collaborate with senior executives to develop strategic goals and objectives for customer support, customer success, customer operations, and BPI.-
- Develop strategic initiatives and action plans to enhance customer satisfaction, operational efficiency, and business performance.-
- Monitor progress towards strategic goals, evaluate results, and make necessary adjustments.**Cross-Functional Collaboration**:
- Work closely with other department heads, such as Product, Sales, Marketing, IT Infra, Engineering, etc, to align strategies and goals.-
- Foster collaboration and communication among cross-functional teams to ensure the effective execution of initiatives.-
- Coordinate and lead cross-functional projects, ensuring successful implementation and integration.**Performance Monitoring and Reporting**:
- Establish OKR for customer support, customer operations, and BPI initiatives.-
- Monitor and analyze OKRs, providing regular reports and insights to senior management.-
- Identify trends, issues, and opportunities, and make data-driven recommendations for improvement.**Leadership and Team Development**:
- Provide strong leadership, guidance, and support to the customer support and operations teams.-
- Foster a customer-centric culture and mindset within the organization.**Requirements**:
- Bachelor's degree in business administration, operations management, or a related field (Master's degree preferred).-
- 5+ years of experience in customer support or customer operation, or a related field.-
- Proven experience in operations management, strategic planning, and leadership roles.-
- Strong analytical and problem-solving skills.-
- Excellent strategic thinking and decision-making abilities.-
- Exceptional communication and interpersonal skills.-
- Demonstrated ability to lead and motivate cross-functional teams.-
- Ability to thrive in a fast-paced, dynamic environment.-
- Familiarity with customer support software and tools.-
- Experience in the technology or SaaS industry is a plus.-
- Develop and mentor team members, identifying and addressing skill gaps through training and development programs.


  • Head of Operations

    3 months ago


    Jakarta, Indonesia Friends of Sally Full time

    **Responsibilities**: - Evaluate vendor performances. - Analyse operational data, such as inbound, storage, and outbound - Build and maintain constant communications with management, staff, and vendors to ensure proper organisational operations. - In charge of solving daily issues or complaints. - Ensure a conducive working environment and align with other...

  • Operations head

    2 months ago


    North Jakarta, Indonesia Talent Search Recruitment Full time

    Our client is a pioneer in the Family Education/Entertainment Center industry in IndonesiaAbout the role:The Operations Head will oversee the business operations in Indonesia. Responsibilities include managing operational processes, executing strategic initiatives, people management, customer satisfaction, and driving business growth. The role is based in...

  • Head of Operation

    3 months ago


    Jakarta, Indonesia Reeracoen Indonesia Full time

    20,000,000 IDR ~ 40,000,000 IDR - Jakarta- Education: Min. Diploma degree in any kind of majors - Language: Fluent in English verbally and written - Experience: Min. 5 years of experience in managerial level on managing minimum 10 stores of local restaurant - Driver Licence : SIM A - Have own car to have a high mobilization (20% of work in Head Office, 80%...

  • Head of Operation

    5 months ago


    Jakarta, Indonesia Indodana Full time

    **Job Description**: - Formulate business strategy with others in the executive team - Design policies that align with overall strategy - Implement efficient processes and standards - Coordinate operation team and find ways to ensure customer retention - Ensure compliance with local and international laws (e.g. data protection) - Oversee the implementation...


  • Jakarta, Indonesia Moladin Full time

    **Responsibilities** - Designing and implementing operation (Head Office and Branch) at MOFI in order to support the company to be the prominent digital multi finance in Indonesia. - Supervise day to day operation and surveyor activities in lending business to achieve company KPI. - Ensuring 100% compliant of all operation activities toward the SOP and OJK...

  • Head of Operation

    3 months ago


    Jakarta, Indonesia PT APG Westkampar Indonesia (Aserra Group) Full time

    Head of Operation - Min. S1 in Engineering - Having 10 years of working experience in the related field - Good command in English, both oral and written - Having good communication and interpersonal skill - Having supervisory skill "Waspada terhadap Modus Penipuan pada saat proses interview. Perusahaan tidak akan memungut biaya apapun dalam melakukan proses...

  • Head Non Operational

    3 months ago


    Jakarta, Indonesia HK Group Full time

    Head Non Operational - S1 in Accounting - Min 3 years as Non Operational - Male "Waspada terhadap Modus Penipuan pada saat proses interview. Perusahaan tidak akan memungut biaya apapun dalam melakukan proses interview. Mohon segera melaporkan ke kami, jika pada saat Anda diundang untuk interview dan diminta untuk melakukan pembayaran dengan sejumlah...


  • Jakarta, Indonesia MNC Finance Full time

    **Uraian Pekerjaan**: - Melaksanakan fungsi monitoring dan controlling proses pengikatan kredit (akad kredit), dokumen collateral (sertifikat, dll), dokumen file kredit, pembayaran biaya notaris, serta premi asuransi, dan penerbitan SP, agar seluruh proses tersebut tepat dan memínimalisir kesalahan di kemudian hari. **Kualifikasi**: - Batasan usia maks....

  • Head of Operation

    5 months ago


    Jakarta, Indonesia Indodana Full time

    **Job Description**: - Formulate business strategy with others in the executive team - Design policies that align with overall strategy - Implement efficient processes and standards - Coordinate operation team and find ways to ensure customer retention - Ensure compliance with local and international laws (e.g. data protection) - Oversee the implementation...

  • Head of Operation

    3 months ago


    Jakarta, Indonesia Alfred H Knight Group Full time

    **WHAT IS ON OFFER** Alfred H Knight has an exciting opportunity for a Head of Operation (Minerals and Metals) through its Indonesia entity PT AHK Testing to join our team based in Jakarta. PT AHK Testing Indonesia provides independent analysis and inspection services to the metals, minerals and solid fuels industries. We have a well-earned reputation for...

  • Operation Head Dept

    5 months ago


    Jakarta, Indonesia Agro Boga Utama Full time

    **LOWONGAN **KERJA**: Kami adalah perusahaan dinamis yang mengedepankan kekeluargaan. Kami memberi kesempatan yang sama untuk seluruh warga Indonesia yang memenuhi standar kualifikasi untuk dapat bergabung di perusahaan ini **Operation Head Dept - Meat 'N' Fresh**: Meat 'N' Fresh | Head Office Jakarta Job Description melalui link ini

  • Head of sales

    3 weeks ago


    Daerah Khusus Ibukota Jakarta, Indonesia Window World Of The Ozarks Full time

    Job Responsibilities: Head of Sales will be the first employee and responsible to open the market. Will be charged the business in Indonesia. Job Requirements: At least 10 years of experience in sales of bearings and currently still in service would be the minimum requirement. Premium brands would be preferred. The person with the passion and good sales and...


  • Jakarta, Indonesia UOB Indonesia Full time

    **About UOB**: United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and...


  • Jakarta, Indonesia Patrianna Full time

    We are currently partnered with B2Spin who are looking for an experienced Head of Customer Support & Player Operations to join their team! **Are you a passionate leader **passionate with delivering exceptional player experiences?** B2Spin, a rapidly expanding gaming company, is seeking a dynamic Head of Customer Support and Player Operations to lead our...

  • Head Sales

    2 weeks ago


    Jakarta, Indonesia STARKE Full time

    The Head of Sales - Operations will be responsible for overseeing the entire sales department, ensuring smooth sales operations, and aligning sales strategies with the overall business goals. You will work closely with various departments to streamline processes, improve performance, and lead the team to exceed sales targets. **Key Responsibilities**: -...


  • Jakarta, Indonesia PT Trinusa Inovasi Indonesia Full time

    **Job Description: Head of Operations, Sales, and Marketing - Vape Industry** **Position: Head of Operations, Sales, and Marketing (Senior Manager)** **Location: Jakarta Selatan** **Reports to: CEO/Managing Director** **Type: Full-Time** **Industry: Vape/E-cigarette/E-liquid - Retail and Distribution** **Salary : IDR10,000,000 to IDR12,500,000 per...

  • Workshop Head

    3 months ago


    Jakarta, Indonesia Plaza Auto Group Full time

    Plans and oversees strategic, operational, and workshop programs, also projects Establishes and implements short and long-range workshop goals, objectives, strategic plans, policies, and operating procedures Monitoring and evaluates programmatic and workshop effectiveness, and effects changes required for improvement. Establishes strategic plans for...


  • Jakarta, Indonesia PT ALTO Network Full time

    COMPANY DESCRIPTION ALTO Network is a leading payment infrastructure provider as well as the pioneer in payment solution by always bringing the most innovative and impactful technology to connect merchants or financial institutions with their customers to grow their businesses nationwide and beyond. **DESIGNATION**: Service Operation Unit...

  • Operation Development

    5 months ago


    Jakarta, Indonesia Moladin Full time

    Maintain and oversee the daily targets for Plan Disbursement / Go Live and ensure adherence to committed SLAs. - Provide coaching, mentoring, and guidance to foster the development of Branch Operations skills and knowledge. - Collaborate with the Customer Experience Team to resolve inbound tickets related to operational processes. - Assist the Operation Head...


  • Jakarta, Indonesia Bureau Veritas Full time

    **Human Resource Development (HRD) Responsibilities**: - ** Strategic Planning**: The Head of HRD oversees the development and implementation of HR strategies aligned with the overall business goals. This involves creating plans to enhance employee performance, engagement, and career growth. - ** Talent Management**: The Head of HRD is responsible for...