JANE KARTIKA TJAHJADI
Business Quality & Audit Professional
Jakarta
Summary
Self-motivated and detail-oriented professional with a strong passion for business, sales, and quality improvement. Extensive auditing experience across various industries, including banking, investment management, financing, and insurance. Valuable insights gained in the banking sector into digital banking processes and product knowledge while collaborating with diverse departments at AIA, such as actuarial, operations, compliance, and risk. Recognized as a quick learner and effective team player, consistently striving to enhance operational efficiency and drive business success.
Overview
13
13
years of professional experience
26
26
Certifications
Work History
Head of Business Quality- Partnership Distribution (PD)
PT AIA Financial
07.2024 - Current
- Establishing & executing Early Warning System (EWS) process & follow up in a timely manner (monthly) including upgrading EWS to meet the targets & to improve sales quality with several indicators e.g freelook, submission loss, policy replacement, persistency etc. In addition, undertaking specific investigation as directed by PD Director.
- Preparing & analyzing Business Quality (BQ) Dashboard which include the key metrics, processes, causes & effects, reviewing the content & presenting to the respective parties e.g Compliance, Channel Head, PD Director to recommend improvement & process training, metrics definition for effective quality management and compliance culture development.
- Analyzing Mystery Shopping (MS) results to support sales effectiveness & business quality, including upgrading MS process & criteria based on AIA Group and bank partner’s recommendations.
- Reviewing sales conduct risk & recommending an upgrade in process, culture, training & measurement of both Compliance & Fraud Risk.
- Improving sales quality e.g Persistency, Cancel Freelook Rate, Submission Loss Rate etc by designing & implementing initiatives for sales quality improvement & monitoring, as well as for minimizing fraud cases. Has proven to improve Persistency rates & lower cancel freelook, submission loss & complaint rate within the last 1 year.
- Reviewing actual figures of Portfolio Health & Sales Quality Metrics & recommending upgrades in process, culture, training & measurement, including identifying causes & recommending action plans for items below Group’s threshold to get up to Group’s threshold.
- Being a Compliance & Risk Champion by educating & ensuring implementation of risk improvement culture within PD across all levels of the PD Team. Got score 2 in H1-2025 (the best score= 1).
- Setting up local Policies & Standards Guidelines that regulate main processes in BQ and ensuring it’s aligned with Group Standards and adequately communicated and tested to ensure adequate understanding of policies & standards across the whole PD Team.
- Fostered relationships with key stakeholders, ensuring alignment on business objectives and initiatives.
Global Banking & Market, Commercial Banking Audit (Manager)
HSBC Indonesia
02.2021 - 06.2024
- Executing and documenting risk-based continuous monitoring on the designated audit universe areas, in line with the continuous monitoring strategy set.
- Preparing Wholesale Banking Governance Pack to be presented in Governance Forum.
- Led audit engagements, ensuring compliance with regulatory requirements and internal policies.
- Developed and implemented audit programs to evaluate financial operations and identify risks.
- Presented audit findings and recommendations to senior management, facilitating strategic decision-making.
- Conducted risk assessments to identify potential areas for improvement within audit processes.
- Facilitated internal audits and prepared detailed reports on findings.
- Improved client relations by maintaining open lines of communication and addressing concerns promptly.
- Provided valuable insights to senior management on potential business risks identified during audits.
- Consistently met deadlines for audit reports, helping maintain company reputation for reliability and professionalism.
- Implemented risk-based auditing strategies, resulting in better identification of potential issues.
- Evaluated effectiveness of internal controls by testing key controls across various business units within the organization.
Wholesale, Risk and Treasury Audit (Manager)
PT Bank CIMB Niaga Tbk
09.2017 - 02.2021
- Involving in project related to Transaction Banking, Securities Services, Private Banking, Risk Management, Treasury, Cash Management. Products covered including Insurance, Wealth Management, Treasury products (mutual fund, bonds, structured products, etc).
- Organizing audit preparation and analyze data of selected areas to be audited to provide initial information include financial data, manpower, business/work processes.
- Conducting Wholesale, Risk and Treasury audit including the audit working papers and observation to provide quality audit report and completed as scheduled in annual audit plan.
- Analyzing follow-up actions of audit findings and all related evidences to ensure corrective actions have been done by auditee.
- Reviewing new products under Wholesale, Risk and Treasury audit responsibilities by considering all related risks for the products and provide necessary consents to product owner.
e-Banking Auditor (Assistant Manager)
PT Bank Tabungan Pensiunan Nasional Tbk
04.2015 - 08.2017
- Being responsible for the planning and preparation of audit, the execution of on-site/off-site audit based on the established target date.
- Analyzing and identifying root cause of audit findings, and provide advisory/ value-added recommendations to the auditee / Management.
- Handling risk and readiness assessment for Smart Digital Banking product launching, including the people management, application/system readiness and compliance for internal and external purposes.
- Ensuring all processes in retail banking comply with the Bank's SOP & policies as well as the rules & regulations of Bank of Indonesia & Financial Services Authority of Indonesia, including checking and investigating transactional activities to detect any suspicions of money laundering or terrorist financing activity.
- Reviewing and providing advisory related to Bank’s Customer Experience (CX) Journey.
Audit and Assurance Associate
Ernst & Young
08.2012 - 01.2015
- Performing audit on a wide range of industries such as banking, investment management, financing, pharmaceutical, tour and travel and insurance.
- Ensuring compliance with established internal control procedures by examining records, reports, operating practices, and documentations.
- Checking every account in the financial statement of the audited company and ensure it is not materially misstated.
- Performing analytical reviews on various accounts by comparing the balances stated in the current year to prior year.
- Reviewing and analyzing loan applications of debtors and ensure their compliance with Bank Indonesia’s rules and regulations as well as other regulations that may apply.
- Ensuring procedures, policies, legislation and regulations are correctly followed and complied with.
Education
Master of Management - Business Management
Binus Business School
09.2020
Bachelor of Commerce - Accounting and Finance
Curtin University of Technology
06.2012
Accounting
Bina Nusantara (BiNus) International University
Jakarta, Indonesia02.2011
Skills
Skilled in bilingual communication in English and Bahasa Indonesia
Certification
Financial Risk Manager (FRM)- Binus Business School
Accomplishments
- Established Sales Monitoring Tool called Early Warning System (EWS) for sales quality improvement. Result: lowered cancel freelook rate, submission loss, complaint rate & fraud cases within the last 1 year.
- Conducted Weekly Huddle for Persistency with Bank's partner & sales leaders for Reinstatement & Premium Due Reminder. Result: improved persistency rates, reduced lapsed rate.
- Managed to get score 2 as Risk Champion in H1-2025 (score 1 is the best).
Timeline
Head of Business Quality- Partnership Distribution (PD)
PT AIA Financial
07.2024 - Current
Global Banking & Market, Commercial Banking Audit (Manager)
HSBC Indonesia
02.2021 - 06.2024
Wholesale, Risk and Treasury Audit (Manager)
PT Bank CIMB Niaga Tbk
09.2017 - 02.2021
e-Banking Auditor (Assistant Manager)
PT Bank Tabungan Pensiunan Nasional Tbk
04.2015 - 08.2017
Audit and Assurance Associate
Ernst & Young
08.2012 - 01.2015
Bachelor of Commerce - Accounting and Finance
Curtin University of Technology
Accounting
Bina Nusantara (BiNus) International University
Master of Management - Business Management
Binus Business School