Senior Learning & Complain Handling Management

Who are we?

Amar Bank is one of the most technologically advanced digital banks in Indonesia. Our leading

digital lending product, Tunaiku has the distinction of being the first FinTech product in

Indonesia. We are also the first digital bank on the cloud. As the first profitable digital bank, we

managed to get listed on the Indonesian Stock Exchange.

How did we manage to do that?

We are changing people’s perception of a bank. We believe we are the innovators who combine

customer focus principles with creating technology-based impact. We incorporate freedom and

flexibility as part of our startup working culture DNA to encourage innovation in creating better

financial solutions for the banking industry. We think of ourselves as, ‘A technology company

with a banking license’. For this reason, we ‘Act like a FinTech, and think like a Bank.’

How did it all start?

Founded on March 15, 1991, in Surabaya as PT Anglomas International Bank (Amin Bank), the

bank was acquired by Tolaram Group and transformed to PT Bank Amar Indonesia (Amar Bank)

in 2014. It has then undergone a significant digital transformation to become one of the

country's forerunning fintech institutions through its award-winning digital lending platform,

Tunaiku.

Our philosophy, mission, and vision

Technology must impact lives, must improve lives. We exist to provide banking to those who

‘need’ and not only to those who ‘want’. Services when provided to those who need at the time

of their need brings smiles. Our vision is to bring 200 million smiles.

More about the bank with startup culture environment

Consist of 1000+ people, you will meet people who love to grow, dream big, and actually have

fun at the workplace! We provide a great working environment that pushes people to grow

outside their comfort zone. People with high drive and ambition find us a very attractive place to

work as their career growth matches their own drive and not any staid policies. Thus we hold

the honor of being awarded “Best Place to Work in Indonesia”.

Recently Amar Bank was awarded as Inspirational Brand from APEA (Asia Pacific Enterprise

Awards) 2022. Of course, our innovation won't stop here. So if you would love to be a part of it,

have a growth mindset, and are constantly hungry for challenges, we invite you to join us in our

journey to ‘Impact Lives’.

Join us today and create #unlimitedinnovations!

Responsibilities

• Complaint Handling Management/ HRBP:

• Develop and implement robust complaint handling policies and procedures.

• Oversee and manage the entire complaint resolution process for both internal (employee) and external (customer) stakeholders.

• Analyze complaint data to identify trends and root causes, implementing corrective actions.

• Act as the primary contact for complaint-related issues, maintaining open communication channels.

• Lead initiatives aimed at enhancing complaint management processes and overall satisfaction.

• Work closely with various departments to address and resolve complaints effectively

• Learning Area:

• Design and deliver training programs on complaint handling for employees.

• Develop learning materials, such as manuals and online resources, to support continuous improvement in complaint management.

• Monitor and evaluate the effectiveness of training programs, making necessary adjustments to enhance employee competency in complaint handling.

Requirements

• Bachelor’s degree in Human Resources, Business Administration, or a related field.
• Minimum of 5 years of experience in HR, with at least 3 years in a complaint handling or related role.
• Strong analytical skills to interpret complaint data and identify trends.
• Excellent verbal and written communication skills to effectively handle complaints and collaborate with other departments.
• Experience in designing and delivering training programs.
• Strong problem-solving skills to develop and implement corrective actions.
• Proven leadership abilities to lead initiatives and manage the complaint resolution process.
• In-depth knowledge of HR policies, complaint handling procedures, and relevant regulations.
• Proficiency in using HRIS (Human Resource Information Systems) and other relevant software.

We exist to innovate, scale, and collaborate with all the Amarites to create a healthy working environment. We believe that people are the key to our company's growth. When people grow, they will make the Company grow.

It’s our job to acquire many innovators and fit talent around the globe. We also need to make sure they will have a great candidate experience from the beginning of their interview until they are part of a team that creates a million smiles for Indonesia.