Deskripsi pekerjaan
Peran ini bertanggung jawab memastikan tim Project Officer secara konsisten memenuhi ekspektasi klien, mencapai target operasional, serta mengembangkan kapabilitas agar dapat bekerja secara mandiri. Berfungsi sebagai perwakilan dan pemilik kinerja orang untuk tim PO demi menyelaraskan persyaratan klien, kinerja karyawan, pengembangan, dan standar perusahaan.
Tanggung jawab: 1. Team Performance Management; Monitor CS daily performance, productivity, quality, attendance, and discipline; Review performance against project-specific KPIs and daily targets; Identify performance gaps early and take corrective action before issues escalate; Conduct regular 1-on-1 and performance check-ins with CS team members; Maintain performance records and provide data-based performance updates to management; Ensure employees understand what is expected from them and how their performance is measured; 2. Client & Operational Management; Act as the primary KST contact for operational and people-related matters concerning the CS team; Maintain regular communication with the client regarding team performance, workload, and development; Clarify client expectations, priorities, and changes in operational requirements; Manage escalations related to employee performance and operational issues; 3. Employee Development & Coaching; Conduct structured coaching for CS employees based on identified performance gaps; Identify individual development needs and create practical improvement actions; Monitor progress of employees under an Improvement Plan; Build a culture of ownership, proactivity, accuracy, and continuous improvement; 4. Probation & New Employee Management; Ensure every new CS employee understands role expectations, KPIs, and success criteria from Day 1; Monitor new employees during their first 90 days; Initiate coaching or improvement actions for Yellow/Red employees; 5. Recruitment & Selection Support; Participate in client interviews and final candidate assessment; Provide feedback on candidate suitability based on operational requirements; Identify recurring hiring gaps from probation failures and recommend improvements to the recruitment process; 6. Process & Quality Improvement; Identify recurring errors, bottlenecks, and productivity issues within CS operations; Develop and maintain practical SOPs, checklists, and working guidelines together with the client; Ensure CS employees follow agreed processes and quality standards; Analyze recurring performance issues and propose preventive solutions; Continuously improve the CS team's productivity and quality; 7. Reporting & Business Acumen; Provide management with data-driven reporting, not only activity updates; Monthly reporting should cover:; Headcount & manpower status; Productivity / target achievement.
Tanggung jawab
- 1. Team Performance Management
- Monitor CS daily performance, productivity, quality, attendance, and discipline
- Review performance against project-specific KPIs and daily targets
- Identify performance gaps early and take corrective action before issues escalate
- Conduct regular 1-on-1 and performance check-ins with CS team members
- Maintain performance records and provide data-based performance updates to management
- Ensure employees understand what is expected from them and how their performance is measured
- 2. Client & Operational Management
- Act as the primary KST contact for operational and people-related matters concerning the CS team
- Maintain regular communication with the client regarding team performance, workload, and development
- Clarify client expectations, priorities, and changes in operational requirements
- Manage escalations related to employee performance and operational issues
- 3. Employee Development & Coaching
- Conduct structured coaching for CS employees based on identified performance gaps
- Identify individual development needs and create practical improvement actions
- Monitor progress of employees under an Improvement Plan
- Build a culture of ownership, proactivity, accuracy, and continuous improvement
- 4. Probation & New Employee Management
- Ensure every new CS employee understands role expectations, KPIs, and success criteria from Day 1
- Monitor new employees during their first 90 days
- Initiate coaching or improvement actions for Yellow/Red employees
- 5. Recruitment & Selection Support
- Participate in client interviews and final candidate assessment
- Provide feedback on candidate suitability based on operational requirements
- Identify recurring hiring gaps from probation failures and recommend improvements to the recruitment process
- 6. Process & Quality Improvement
- Identify recurring errors, bottlenecks, and productivity issues within CS operations
- Develop and maintain practical SOPs, checklists, and working guidelines together with the client
- Ensure CS employees follow agreed processes and quality standards
- Analyze recurring performance issues and propose preventive solutions
- Continuously improve the CS team's productivity and quality
- 7. Reporting & Business Acumen
- Provide management with data-driven reporting, not only activity updates
- Monthly reporting should cover:
- Headcount & manpower status
- Productivity / target achievement
Informasi lowongan
- Tipe pekerjaan
- Contract
- Gaji
- Rp 5.500.000 – Rp 6.000.000 per month