Operation Manager

PT CRIF Lembaga Informasi Keuangan (“CLIK”) is a credit bureau company providing credit information, analytics, and decision support services to financial institutions and enterprises in Indonesia. The Company operates under

Indonesian laws and regulations

and is supervised by

Otoritas Jasa Keuangan (OJK) .

Operation Manager Mission The Operations Manager is responsible for

end-to-end operational execution of credit bureau services , ensuring

data accuracy, service reliability, and client support excellence

in accordance with

OJK regulations, internal SOPs, and SLA commitments . This role ensures that

data ingestion, validation, issue resolution, and client support processes

run efficiently while maintaining strong collaboration with the Application Manager on system stability and improvements.

Role Oversee daily operations of credit bureau services, including:

Data loading and processing

Data quality monitoring and remediation

Service desk operations and incident management

Ensure operational processes run in accordance with approved SOPs and internal controls.

2. Data Quality & Data Loading Oversight

Ensure timely, accurate, and complete data ingestion from data providers.

Oversee data validation, reconciliation, and quality checks.

Analyze data quality issues, root causes, and corrective actions.

Ensure compliance with data accuracy, integrity, and confidentiality requirements.

3. Service Desk & Client Support Management

Manage service desk operations to ensure effective handling of incidents, requests, and complaints.

Ensure adherence to agreed

Service Level Agreements (SLAs)

and response times.

Take ownership of critical and high-impact incidents, ensuring timely escalation and resolution.

Support client onboarding activities in coordination with commercial and technical teams.

Act as escalation point for major operational incidents and data-related issues.

Coordinate cross-functional response with Application Manager and IT teams.

Ensure proper documentation, root cause analysis (RCA), and preventive action plans.

5. Collaboration with Application Manager

Work closely with the Application Manager to:

Ensure system availability, performance, and reliability

Coordinate releases, fixes, and system enhancements

Align operational requirements with application development and maintenance

Provide operational input for system improvements and automation initiatives.

Ensure operations comply with:

OJK regulations applicable to credit bureaus

Data protection and confidentiality requirements

Internal policies and SOPs

Support audits, regulatory inspections, and internal reviews related to operations.

Identify operational risks and implement mitigation controls.

7. Reporting & Performance Monitoring

Prepare operational reports and dashboards covering:

SLA performance

Incident trends and resolution time

Provide regular updates to the Head of Credit Bureau Services and management.

Lead, coach, and develop operations teams.

Ensure adequate staffing, skills, and training.

Promote a service-oriented, quality-driven operational culture.

Qualifications & Requirements Education

Prefer Bachelor’s Degree in

Information Systems, Computer Science, Engineering, Business, or related field .

Experience

Minimum

7–10 years

of experience in:

Credit bureau operations, data operations, or service management

Financial services, fintech, or other regulated industries

Minimum

3–5 years

in a managerial or supervisory role.

Experience managing service desk and data operations teams is required.

Professional & Technical Skills

Strong understanding of data processing, data quality management, and operational controls.

Experience managing SLAs, incident management, and client support.

Familiarity with data protection and confidentiality requirements.

Ability to work closely with application and IT teams.

Strong documentation, reporting, and process improvement skills.

Good command of

English , both written and spoken.

PT CLIK is an innovative company specializing in credit bureau, predictive analytics and decision systems; our clients are mainly finance companies, insurance companies, utilities and enterprises.

Jakarta, ID

Operational Manager

North Jakarta, Jakarta, ID

South Jakarta, Jakarta, ID

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