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bank bjb Lapor an Tahunan
20 15 Annual Repor t
St ock Obligat ion Highlight s Management Discussion Analysis
Good Cor por at e Gover nance Cor por at e Social Responsibilit y
Consolidat ed Financial St at ement s Cor por at e Dat a
Bank juga melakukan manajemen r isiko r eput asi dengan melakukan akt ivit as p
ublic r elat ions, cor por at e social r esponsibilit y dan r espon yang
cepat t er hadap penanganan keluhan yang masuk kepada pihak bank.
3. Kecukupan Proses Identif ikasi, Pengukuran, Pemantauan, dan Pengendalian Risiko, serta
Sistem Inf ormasi Manajemen Risiko
Dalam kecukupan pener apan pr oses manajemen r isiko, bank melakukan ident if ikasi, pengukur an,
pemant auan dan pengendalian at as r isiko r eput asi. Bank melakukan pr oses ident if ikasi dan
pengukur an r isiko r eput asi dengan memant au jumlah keluhan nasabah kepada bank melalui
call cent er at aupun pet ugas bank ser t a memant au
mengenai t indakan penyelesaian at as keluhan t er sebut , selain it u dilakukan pemat auan juga
t er hadap jumlah pember it aan t er hadap bank yang dimuat di media massa.
Dalam melakukan pengendalian at as r isiko r eput asi bank memiliki
call cent er ser t a mengadakan
coaching clinic bagi kar yawan dengan member ikan
t r aining at au pelat ihan mengenai st andar layanan dengan t ujuan bank
dapat member ikan pelayanan dengan lebih baik kepada nasabah baik ekst er nal maupun int er nal
sebagai salah sat u langkah mit igasi t er hadap pot ensi r isiko, selain it u bank menekankan
kepada selur uh kar yawan bahwa r eput asi bank har us benar -benar dijaga, bank juga member ikan
inf or masi yang jelas kepada nasabah mengenai pr oduk akt ivit as bank sebagai langkah dalam
memit igasi r isiko. Disamping it u dalam meningkat kan kualit as pelayanan
f r ont liner yang mer upakan gar da depan bank dalam
member ikan pelayanan kepada nasabah, bank t elah mengadakan pr ogr am bank bjb
ser vice excellent awar d BBSEA.
4. Sistem Pengendalian Intern Yang Menyeluruh
Bank t elah memiliki unit ker ja khusus dalam pr oses pelaksanaan manajemen r isiko r eput asi
yang mencakup pengawasan secar a ber kala at as pember it aan negat if dan keluhan yang
ber dampak pada r eput asi bank dan kegiat an pengendalian yang dipant au oleh sat uan ker ja
manajemen r isiko. The bank also per f or ms r eput at ion r isk
management by conduct ing t he act ivit ies of public r elat ions, cor por at e social r esponsibilit y
and r apid r esponse t o complaint s t o t he bank.
3. Adequacy in the Process of Identif ication, Measurement, Monitoring, and Risk Control as
well as Risk Management Inf ormation System
In t he adequacy of r isk management implement at ion pr ocess, t he bank conduct s
ident if icat ion, measur ement , monit or ing and cont r ol on r eput at ion r isks. The bank conduct s
ident if icat ion, measur ement and monit or ing of t he r eput at ion r isk by monit or ing t he number
of cust omer complaint s t o t he bank t hr ough t he call cent er or bank of f icer s as well as monit or ing
t he set t lement pr ocess on t he complaint s, f ur t her mor e, monit or ing is also conduct ed t o
t he number s of r epor t ing on t he bank t hat ar e published in t he mass media.
In conduct ing t he cont r ol on t he r eput at ion r isk, t he bank has a call cent er as well as or ganized
coaching clinics f or employees by pr oviding t r ainings r egar ding ser vice st andar ds wit h t he
aim f or t he bank t o be able t o pr ovide bet t er ser vices t o bot h ext er nal and int er nal cust omer s
as one of t he mit igat ion measur e f or pot ent ial r isk, in addit ion, t he bank emphasized t o all
employees t hat t he bank’s r eput at ion should r eally saf e guar ded, t he bank also pr ovide
clear inf or mat ion t o cust omer s r egar ding t he pr oduct s act ivit ies of t he bank as a st ep t o
mit igat e r isks. Fur t her mor e, in impr oving t he qualit y of ser vices of t he f r ont liner s who ar e t he
vanguar d of t he bank in pr oviding ser vices t o t he cust omer s, t he bank has or ganized t he bank bjb
ser vice excellent awar d BBSEA pr ogr am.
4. Comprehensive Internal Control System
The bank alr eady has a special unit f or t he r eput at ion r isk management implement at ion
pr ocess t hat includes r egular super vision on negat ive publicat ions and complaint s t hat have
an impact on t he bank’s r eput at ion and cont r ol act ivit y t hat is monit or ed by t he r isk management
unit .
