Nasaruddin Natsir
Ex Senior Banker Manager
Jakarta,South Sulawesi
Summary
Accomplished Operations Manager with a proven track record at PT Bank Maybank Indonesia Tbk, enhancing operational efficiency and customer satisfaction. Expert in risk management and a skilled negotiator, I've significantly improved service quality and streamlined processes. My leadership has fostered team accountability and optimized budgeting, contributing to notable business growth.
Overview
16
16
years of professional experience
Work History
Operations Manager
PT Bank Maybank Indonesia Tbk
01.2021 - 11.2021
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Facilitated smooth collaboration between departments through clear communication channels.
- Increased profit by streamlining operations.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Implemented quality control systems to boost overall product consistency and reliability.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Developed and maintained relationships with external vendors and suppliers.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
Senior Service Manager
PT Bank Maybank Indonesia Tbk
01.2016 - 12.2020
- Implemented quality control measures to ensure consistent delivery of high-quality services across all projects.
- Oversaw vendor management efforts, negotiating favorable contracts terms while maintaining strong working relationships.
- Oversaw budget management for the department, ensuring proper allocation of resources while minimizing unnecessary expenditures.
- Increased client retention rates by proactively addressing concerns and resolving issues in a timely manner.
- Managed a team of service professionals, fostering a positive work environment that encouraged collaboration and professional growth.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Analyzed service reports to identify areas of improvement.
- Hired, trained and supervised team of service staff members to meet business goals.
Customer Experience Champion
PT Bank Maybank Indonesia
11.2012 - 12.2020
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Consistently met or exceeded team targets for customer satisfaction ratings and call handling times, contributing to the overall success of the department.
- Improved first call resolution rates with thorough product knowledge and efficient problem-solving skills.
- Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.
- Investigated customer complaints and escalated issues to address critical requests.
- Actively participated in team meetings, sharing ideas and suggestions for process improvements that enhanced service quality and efficiency.
- Cooperated closely with other departments to support achievement of customer experience outcomes.
Service Manager
PT Bank Maybank Indonesia Tbk
10.2012 - 12.2015
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Resolved customer complaints in professional and timely manner.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Monitored service staff performance and provided feedback for improvement.
Operations Supervisor
PT Bank Maybank Indonesia Tbk
06.2011 - 09.2012
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
Staff Operations
PT Bank International Indonesia
02.2007 - 05.2011
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
Customer Service Officer
PT Bank Panin Tbk
01.2006 - 12.2006
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Education
Sarjana Ekonomi - Management
Universitas Muslim Indonesia
Makassar2005
Skills
Risk management
Budgeting and forecasting
Expense reports
Report generation
Effective leader
Negotiation
Timeline
Operations Manager
PT Bank Maybank Indonesia Tbk
01.2021 - 11.2021
Senior Service Manager
PT Bank Maybank Indonesia Tbk
01.2016 - 12.2020
Customer Experience Champion
PT Bank Maybank Indonesia
11.2012 - 12.2020
Service Manager
PT Bank Maybank Indonesia Tbk
10.2012 - 12.2015
Operations Supervisor
PT Bank Maybank Indonesia Tbk
06.2011 - 09.2012
Staff Operations
PT Bank International Indonesia
02.2007 - 05.2011
Customer Service Officer
PT Bank Panin Tbk
01.2006 - 12.2006
Sarjana Ekonomi - Management
Universitas Muslim Indonesia