The Territory Officer is responsible for overseeing and managing assigned KBZPay Centers within a designated territory by leading, coaching, and monitoring Center In-Charges (IC), 2ICs, and Customer Care Officers (CCOs). The role ensures consistent operational standards, SLA compliance, service quality, staff performance, and policy adherence across all centers in the territory. The Territory Officer acts as the primary operational control point between centers and the Business Unit, driving performance improvement, risk control, and operational readiness.

Center Operations Oversight

• Oversee daily DAU/BAU operations across assigned KBZPay Centers.
• Ensure centers operate smoothly with no service disruption and achieve SLA and service quality targets.
• Monitor counter operations, customer flow, QMS usage, and ticket management.
• Conduct regular center visits and remote monitoring to assess operational effectiveness.

Staff & People Management (IC / 2IC / CCO)

• Directly manage and coach ICs, 2ICs, and CCOs within the territory.
• Ensure proper role execution, discipline, and accountability at each center.
• Support ICs in staff deployment, duty rosters, and coverage planning.

Resource & Escalation Management

• Monitor staffing adequacy, equipment readiness, and facility conditions across centers.
• Support ICs in resolving operational issues related to manpower, systems, or facilities.
• Manage escalations from centers and coordinate with BU, FC, L2, and Tech teams.
• Ensure urgent and emergency matters are escalated via phone and formally reported.

Territory Planning & Improvement Initiatives

• Support territory-level planning including center expansion, transformation, or pilot initiatives.
• Drive team challenges, campaigns, and performance improvement programs.
• Share best practices across centers to standardize operations and improve outcomes.
• Contribute insights and recommendations for operational enhancement.

Performance Monitoring & Reporting

• Track and analyze center KPIs including SLA, productivity, attendance, QMS, and sales-related metrics.
• Review IC, 2IC, and CCO performance and provide structure feedback.
• Submit regular territory performance reports to management.
• Support incentive validation and performance review processes.

• Recognized degree (Preferably in Business Management, Business Administration.
• Minimum 3 years of working experience in financial operations and administrative field.

• Relevant Experience in project Management and customer service.