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Work Background
GREAT EASTERNAnti-Money Laundering Specialist
Nov. 2020Indonesia, JakartaTo implement efficient and comprehensive systems that support seamless execution of BAU activities, including:
- Transaction Monitoring: Analyze transactions to detect suspicious patterns, high-risk entities, or large cash movements.
- Customer Due Diligence: Ensure KYC compliance during onboarding and ongoing reviews.
- Risk Assessment: Identify and mitigate AML risks across clients, products, and services.
- Reporting & Investigation: File SARs and conduct thorough investigations as needed.
- Compliance & Regulatory: Stay aligned with evolving laws and industry standards.
- Training & Awareness: Deliver AML education to empower staff in risk prevention.
- Audit & Testing: Support internal audits to validate AML program effectiveness.
PT Great Eastern Life IndonesiaHead of Customer Service and Bancassurance Support
Jun. 2014 - Nov. 2020Indonesia, JakartaLed the Customer Service department with a strong focus on end-to-end operational excellence and strategic communication across internal and external stakeholders. Spearheaded multiple improvement initiatives to enhance service delivery, compliance, and customer experience. Key achievements include:
- Established a dedicated support unit for the Bancassurance team to streamline collaboration.
- Applied Kaizen methodology to redesign Credit Life processes, achieving significant turnaround time reduction.
- Formed a specialized team to identify and cleanse potential mis-selling cases with timely execution.
- Launched a Welcome Call program, achieving 100% outreach to new customers.
- Initiated SMS masking to enhance data privacy and customer trust.
- Developed conservation scripts for financial alterations at POS, improving clarity and consistency.
- Created an underwriting monitoring report to accelerate decision-making and optimize workflow.
- Delivered additional enhancements to boost operational efficiency and service quality.
Held three distinct roles during tenure, demonstrating adaptability, cross-functional leadership, and continuous growth.
CIMB SUNLIFEBusiness Support Manager
Mar. 2011 - Jun. 2014Indonesia, JakartaOversaw business process development for Telemarketing and Bancassurance, ensuring seamless operations and client satisfaction. Delivered timely, professional service while maintaining strong collaboration with sales. Handled customer inquiries, complaints, and crisis resolution with empathy and efficiency. Issued refunds, maintained accurate records, and provided personalized client visits. Developed feedback procedures, service policies, and standards. Collaborated with leadership to enhance service delivery. Stayed current on product updates and industry trends through training and research. Managed daily operations to uphold high service standards.
SequislifeFinancial Service Center (Customer Service) Manager
Sep. 2003 - Oct. 2011Indonesia, JakartaHandled inbound and outbound calls to address customer inquiries, deliver operational updates, and provide product support. Managed new business contracts and renewals for accounts under the Alternative Distribution Channel. Built strong cross-functional relationships with managers and product leads to ensure smooth communication and feedback on process, policy, and product updates. Maintained accurate, timely documentation of all account communications, ensuring visibility across relevant departments and leadership.
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