Quality Assurance Lead (Operation)

About the role

PT Bank CTBC Indonesia is seeking a Quality Assurance Lead (Operation) to join our Banking & Financial Services team. This is a full-time position based in South Jakarta, Jakarta, offering the opportunity to take a strategic leadership role in ensuring operational excellence across our banking operations. As Quality Assurance Lead, you will be responsible for developing, implementing, and overseeing quality assurance frameworks that safeguard our operational integrity, regulatory compliance, and customer satisfaction. This role is pivotal in driving continuous improvement initiatives and maintaining the highest standards of service delivery across our organisation.

Key responsibilities

1. Develop and implement comprehensive quality assurance policies, procedures, and standards for operational activities

2. Lead and oversee quality assurance audits and assessments across banking operations to identify gaps and areas for improvement

3. Monitor and analyse operational metrics, key performance indicators (KPIs), and quality benchmarks to ensure compliance with established standards

4. Design and execute testing protocols and validation procedures for new systems, processes, and operational implementations

5. Collaborate with operational teams to investigate quality issues, determine root causes, and develop corrective and preventive action plans

6. Provide coaching and guidance to quality assurance team members, fostering a culture of excellence and continuous improvement

7. Prepare detailed quality assurance reports and present findings to senior management and stakeholders

8. Ensure compliance with regulatory requirements, internal policies, and industry best practices in all quality assurance activities

9. Lead training programmes and workshops to enhance quality awareness across operational departments

10. Manage documentation and maintain audit trails to support regulatory examinations and internal reviews

What we're looking for

1. Bachelor's degree in Business Administration, Finance, Operations Management, or a related field

2. Minimum 7–10 years of experience in quality assurance, operations management, or related roles within the banking or financial services industry

3. Proven experience leading quality assurance teams and managing quality improvement initiatives

4. Strong knowledge of banking operations, regulatory requirements, and compliance frameworks (such as Bank Indonesia regulations and prudential standards)

5. Proficiency in data analysis tools and quality assurance software; familiarity with root cause analysis methodologies (such as 5 Whys or Fishbone diagrams)

6. Excellent communication skills with the ability to present complex information clearly to diverse stakeholders

7. Demonstrated leadership capabilities with experience in developing and mentoring team members

8. Strong organisational skills with the ability to manage multiple projects and priorities simultaneously

9. Attention to detail and a commitment to accuracy and compliance in all operational activities

10. Certification in quality management (such as ISO 9001) or Six Sigma is advantageous

11. Experience with banking systems and operational risk management is preferred

What we offer

At PT Bank CTBC Indonesia, we are committed to supporting the professional development and wellbeing of our employees. We offer a competitive remuneration package that reflects your experience and contributions to the organisation. Our benefits include health insurance coverage, retirement planning support, and access to staff development programmes to help you advance your career. We foster a collaborative and inclusive workplace culture where your ideas are valued and your contributions are recognised. We provide opportunities for continuous learning and professional development, including training in quality management and operational best practices. Additionally, we maintain a healthy work-life balance through flexible working arrangements where feasible and a supportive workplace environment that prioritises employee wellbeing.

About us

PT Bank CTBC Indonesia is a prominent player in the Indonesian banking and financial services sector, committed to delivering innovative financial solutions and exceptional customer service. With a strong foundation in the Asia-Pacific region, we bring global expertise to local markets whilst maintaining a deep understanding of Indonesia's unique business environment. Our mission is to empower businesses and individuals through reliable, customer-centric banking services. We are dedicated to maintaining the highest standards of operational excellence, regulatory compliance, and ethical business practices. Our team comprises talented professionals who share a commitment to excellence, integrity, and continuous improvement. We believe in fostering a workplace culture that encourages innovation, collaboration, and professional growth, making CTBC Indonesia an ideal destination for banking professionals seeking meaningful career advancement.

Apply now

If you meet the above criteria and are ready to take on this exciting opportunity to lead quality assurance initiatives at PT Bank CTBC Indonesia, we encourage you to submit your application. Please send your CV, a cover letter outlining your relevant experience, and any supporting certifications to our Human Resources department. We look forward to hearing from you and exploring how you can contribute to our organisation's continued success.