Bobby Wiryawan

Experience

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  Kementerian Pendidikan dan Kebudayaan (Ministry of Education and Culture Republic of Indonesia)

  Sept 2004 - May 2005

  Research Assistant

  Research on Total Cost Calculation Education and Research on Non APBN/APBD Funding Resources Model Development in Research and Development Center.

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  HSBC

  Jun 2005 - Dec 2012

  - Ensured precise execution of daily cash operations, including transaction accuracy, fraud detection, and compliance with group standards.- Audited branch reports (monthly, tax, LLD) and maintained 100% accuracy in cash handling and documentation.- Trained frontline staff on service excellence and operational best practices, boosting customer satisfaction scores by 15%.

  • Supervisor Support Executive

    Sept 2009 - Dec 2012

  • Senior Relationship Officer

    Nov 2006 - Sept 2009

  • Credit Collection & Risk

    Jun 2005 - Oct 2006
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  PT. Bank QNB Indonesia Tbk

  Dec 2012 - Apr 2020

  Branch Operation Service Manager

  - Managed end-to-end branch operations, ensuring strict compliance with AML regulations, fraud prevention, and procedural standards.- Supervised 20+ staff (Customer Service, Tellers, Back Office), delivering coaching, performance reviews, and skill development programs.Optimized cash management processes, ensuring daily cash limits, accurate reporting, and seamless inter-branch transfers.- Resolved 95% of customer complaints independently, escalating complex issues to senior management while minimizing reputational risk.- Collaborated with internal divisions to enhance process efficiency, achieving a 20% reduction in operational bottlenecks.- Led recruitment and onboarding of operations staff, aligning talent with branch goals and compliance requirements. Show less

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  Bank CTBC Indonesia

  Apr 2020 - now

  Operations Service Manager Area 2

  - Spearhead operational excellence across multiple branches, ensuring adherence to policies, risk management protocols, and service standards.- Conduct regular branch audits and process reviews to identify compliance gaps, streamline workflows, and resolve high-risk operational issues.- Lead training programs on service delivery, grooming, and regulatory updates, enhancing staff performance and branch efficiency.- Monitor cash operations (availability, insurance, movement) and oversee Customer Information File (CIF) data accuracy.- Drive resolution of audit findings (internal, OJK, parent bank) and implement corrective actions to mitigate risks.- Achieve 100% compliance with MBO targets for Customer Service, Tellers, and Branch Heads through structured evaluations. Show less