Charly Ferdinandus

Experience

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  Citibank Indonesia

  Feb 1999 - Jan 2006

  Cash Supervisor and Champion of Service Excellence

  Delivery best service and execution process in teller and back office area, on Citibank Surabaya

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  Commonwealth Bank Indonesia

  Feb 2006 - Sept 2019

  Responsible as 1st line of drfense for whole company in general and Directorate of Retail Banking in particular. Being subject matter expert, leading coordination process within Directorate of Retail Banking in term of risk mitigation, conduct monitoring , evaluating each existing process and improving surveillance intensity both internal and externally from which implementation of policy and procedures may effect in a sense of operational, sales and service.Report to Director of Retail BankingManaging:- Department of Branch Operation Control and Oversight .Responsibility : to Conduct Branch Asessment and to improve branch operational.process Working closely with Customer Experience to ensure branch service team can provide excellence service to our valued customer - Department of Branch Control Inprovement and Product Quality Assurance. Responsibility : provide quality assurance to product and branch operational process, conduct and supervise self assessment for Retail Banking Div, Improve current process ( branch service and operational), maintain and update branch policy and procedure - Department of Surveillance and Control Score Card responsibility : To Conduct Surveillance on Wealth Management Sales Process and Branch Operational Process, Provide Dashboard for Branch Operational, Provide Score Card for Branch Sales team ( Wealth Management and Morgage), provide data analysis in relation with Surveillance, provide Operational dashboard for branch service team.Achievement:- Establish and set up Branch Operation Control and Oversight Department - Establish and set up Surveillance Department - Establish and set up dashboard for risk and control (including branch score card)- Stream Lead Branch Channel for Task Force team MRI survey from InfoBank: - Achieved 1st rank MRI Survey by Info Bank 2019. - Achieved 1st rank MRI Survey by Info Bank 2018. Show less - Provides consistently Superior Service Quality to Walk in customer by ensuring smooth operation at the branch by managing people and processes in an effective, innovative and cost efficient manner with full adherence to all applicable policies and regulations.- Managing:a. Branch Service Unit in every branch (91 branch) b. Hub and Operation Unit (3 Hub Central Operation unit and 23 branch operation team) c. Branch Quality Assurance Unit c. Branch Assessment Unit & Wealth Quality Assurance Unit d. Transaction Monitoring Unit (2010-2013) Show less Responsible for Operational Process and Execution within area East Java, Kalimantan, Sulawesi , Bali Mataram, Sumatera and Central Java.Responsible to ensuring smooth process and Operational during merger ANK Bank to Bank CommonwealthResponsbile for ensuring Call Center unit able to provide best service to our valued customer Managing:a. Operation Centre in East Java b. all Branch Operation Staff on East Java, Kalimantan, Central Java, Sumatra, Bali Lombok, Sulawesi c. Call Centre Unit Show less

  • Head Of Retail Banking In Business Control and Surveillance

    Jun 2015 - Sept 2019

  • Head Of Branch Service and Quality Assurance

    Apr 2010 - Jun 2015

  • Head Of Operation Region II

    Feb 2008 - Mar 2010

  • Regional Branch Service Manager Region III

    Aug 2007 - Feb 2008

  • Branch Service Manager

    Feb 2006 - Aug 2007
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  KEB Hana Bank

  Sept 2019 - May 2022

  Banking Service Management Division Head/ Operation Head

  Responsible for Managing Bank 's Operation team both in Head Office and Branch Operation team on Branches Responsible for :- Line Bank Digital Operation Team- Settlement Department (Payment, Treasury Operation, Wealth Management Operation)- Branch Service/Operation Department (49 Branch)- Loan Operation and Reporting.- Surveillance Operation Team.- Process Improvement Department - Service Quality TeamAchievement:- Building Risk Awarenes among Operation Division which resulted to minimize risk incident.- Building Service Culture by set up Service level Agrement for all operation activity.- Support the launching of Line Digital Banking - Set up Digital Operation Team.- Build Process Excellence Culture, by delivering 124 process improvement within 2 years- Set up Surveillance Operation team to strengthen risk and control Show less

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  PT. Bank QNB Indonesia Tbk

  Apr 2022 - now

  Head Of Operations

  Responsible for Managing Bank's Operation team , including Central Operation/Branch Support, Trade Operation, Loan Operation, Treasury Operation, Credit Card and Payment.