Introduction
BFI Finance, a leading provider of consumer financing solutions in Indonesia, is seeking a dynamic and motivated professional to join our team as a Monitoring Regional Service Excellence – Manado. This role is pivotal in ensuring that every customer interaction across our branch network reflects the highest standards of service quality, professionalism, and consistency. The successful candidate will be stationed in Manado and will travel throughout North Sulawesi and other BFI Finance branches to drive continuous improvement in the customer experience.
Responsibilities
- Monitor and elevate the quality of service delivered by all frontline staff and branch personnel who interact directly with internal and external customers.
- Develop, propose, and implement initiatives that enhance employee capabilities and establish clear service standards for delivering exceptional customer experiences.
- Conduct benchmarking studies against peer financial institutions to gather insights on competitor service practices and identify improvement opportunities.
- Act as a facilitator and presenter for the Service Excellence Unit, delivering training sessions, workshops, and presentations on best‑practice service methodologies.
- Participate actively in branch‑level quality improvement programs, collaborating with branch managers to set and achieve service targets.
- Prepare detailed reports on service performance, highlight gaps, and recommend corrective actions to senior management.
- Recruit, onboard, and maintain relationships with new merchants; monitor merchant performance to ensure alignment with BFI’s service standards.
- Analyze customer feedback, mystery‑shopping results, and key performance indicators (KPIs) to drive data‑informed decisions.
- Support the rollout of new service tools and digital platforms, ensuring staff are proficient and customers benefit from streamlined processes.
- Coordinate travel schedules for on‑site visits, ensuring consistent coverage across all designated branches.
Requirements
- Minimum Bachelor’s degree (S1) in any discipline; graduates from hospitality, business, or communications programs are preferred.
- At least 1 year of experience in a frontline, customer service, or customer experience role within the financial services sector.
- Proficiency with Microsoft Office applications, especially Word and Excel, for reporting and data analysis.
- Willingness to be placed in any BFI Finance branch and to travel regularly throughout the region.
- Residency in North Sulawesi (Sulawesi Utara) is highly desirable.
- Strong communication and presentation skills, with the ability to convey complex service concepts in an engaging manner.
- Analytical mindset, capable of interpreting service metrics and translating findings into actionable plans.
- Demonstrated ability to work independently, manage multiple priorities, and meet tight deadlines.
- Gender: open to all candidates.
- Key soft skills: empathy, problem‑solving, leadership, adaptability, and a proactive attitude toward continuous improvement.
Benefits
- Competitive salary package with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision care.
- Professional development opportunities, including certifications in Service Excellence and leadership training.
- Company‑paid transportation allowance for regional travel.
- Flexible working hours (08:00 – 17:00) with the possibility of remote work for certain tasks.
- Paid annual leave, sick leave, and public holiday benefits.
- Access to employee wellness programs and team‑building activities.
- Career progression pathways within BFI Finance’s expansive network of branches.
About Company
Founded in 1992, BFI Finance has grown to become one of Indonesia’s most trusted financial institutions, offering a broad portfolio of consumer loans, leasing services, and micro‑finance solutions. With a strong commitment to financial inclusion, BFI operates a robust network of branches across the archipelago, delivering personalized financing options to both urban and rural customers. Our corporate culture emphasizes integrity, innovation, and a relentless focus on customer satisfaction. By joining BFI Finance, you become part of a forward‑thinking organization that values talent, encourages continuous learning, and rewards excellence.
Interested in this position?
Take the next step in your career and apply for this role today.
Apply Now