bank bjb
Lapor an Tahunan 20 15
Annual Repor t
Analisa Pembahasan at as Kiner ja Per ser oan
Management Discussion Analysis on Company Per f or mance
bank bjb
Lapor an Tahunan 20 15
Annual Repor t
382
penanganan keluhan nasabah. Selain it u bank t elah memiliki
call cent er sebagai sar ana unt uk melayani masyar akat yang membut uhkan jasa
per bankan ser t a penyampaian per masalahan t er kait dengan bank. Ter kait hubungan dengan
pihak invest or bank t elah memiliki unit ker ja invest or r elat ionship yang melakukan komunikasi
dengan pihak invest or . 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. call cent er as a means t o ser ve t he people who
need banking ser vices as well as submit t ing pr oblems associat ed wit h t he bank. In r elat ions
t o r elat ionships wit h bank invest or s, t he bank alr eady has t he invest or r elat ionship unit t o
communicat e wit h t he invest or s.
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.
