Head of Frontliner

About the role

Head of Frontliner responsible for overseeing and coordinating member service activities at the consumer cooperative unit and Savings and Loan Unit (USP). The role ensures member services are delivered in a friendly, fast, and professional manner in accordance with company SOPs, while monitoring operational targets and evaluating frontliner team performance.

Key responsibilities

• Oversee and coordinate member service activities at the consumer cooperative unit and Savings and Loan Unit (USP)

• Ensure member services are delivered in a friendly, fast, professional manner and in accordance with company SOPs

• Monitor accuracy of administration, document completeness, and implementation of operational procedures and transactions

• Ensure savings and loan service processes run in accordance with internal regulations and applicable authority

• Monitor achievement of service and operational targets and evaluate frontliner team performance

• Provide direction, mentoring, and coaching to the team to improve productivity and service quality

• Handle member complaints and coordinate resolution of operational issues with relevant units

• Ensure orderly recording, filing, and reporting of service activities

• Coordinate with relevant work units to support operational smoothness and member satisfaction improvement

• Prepare periodic reports on team performance, operational activities, challenges, and follow-up actions to management

About you

• Minimum S1 education in any field, preferably Communication, Management, Business, Accounting, or related field

• Minimum 2–3 years of experience in customer service, cooperative operations, banking, or financial services

• Experience leading, coordinating, or supervising a team

• Understanding of member service administration and savings and loan operations is an advantage

• Strong leadership, communication, coordination, and problem-solving skills

• Meticulous, honest, disciplined, responsible, and service-oriented with focus on targets

• Able to operate Microsoft Office, particularly Excel

• Able to work both individually and as part of a team