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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
Unit -unit t er sebut juga ber t anggung jawab unt uk memast ikan bahwa pengelolaan r isiko
st r at ejik t elah sesuai dengan kebijakan yang t elah dit et apkan.
2. Kecukupan Kebijakan, Prosedur dan Penetapan Limit
Bank t elah memiliki kebijakan ser t a pedoman manajemen r isiko st r at ejik yang secar a ber kala
dilakukan pembahar uan dan evaluasi at as kebijakan dan pedoman manajemen r isiko bank
t er sebut . Penyusunan r encana bisnis bank RBB mer upakan per encanaan st r at egis unt uk
mencapai t ujuan yang t elah bank t et apkan. Sehingga dalam penyusunan kebijakan
disesuaikan dengan r encana bisnis bank yang dapat mendukung dalam pencapaian t ujuan
st r at egis 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 st r at ejik. Bank melakukan ident if ikasi,
pengukur an dan pemant auan r isiko st r at ejik dengan melakukan pemant auan at as pencapaian
kiner ja bank dengan r encana bisnis bank yang t elah dit et apkan, selain it u bank memper hat ikan
per ubahan kondisi lingkungan bisnis unt uk dilakukan penyesuaian kepada st r at egi yang
akan diambil oleh bank, bank melakukan pengembangan bisnis dengan memper hat ikan
t ingkat r isiko yang dapat dit er ima oleh bank, ser t a melakukan pemant auan t er hadap posisi
bisnis bank. Adapun upaya pengendalian yang dilakukan
unt uk r isiko st r at ejik adalah dengan melakukan analisa at as pencapaian kiner ja bank, mengambil
langkah-langkah st r at ejik yang dir asa per lu sebagai r espon t er hadap per ubahan kondisi
bisnis, melakukan business r eview at as pencapaian kiner ja bisnis secar a ber kala.
4. Sistem Pengendalian Intern Yang Menyeluruh
Dalam pengendalian int er nal unt uk r isiko st r at ejik bank melibat kan selur uh lini bisnis per usahaan
ser t a kegiat an pengendalian yang dipant au pula oleh Sat ua Ker ja Manajemen Risiko dan Sat uan
Ker ja Audit Int er nal also r esponsible f or ensur ing t hat t he st r at egic
r isk management is in accor dance wit h t he est ablished policy.
2. Adequacy of Policy, Procedure, and
Establishment of Limit
The bank has had st r at egic r isk management policies and guidelines t hat ar e updat ed and
evaluat ed r egular ly on policies and guidelines of t he bank’s r isk management . The pr epar at ion
of t he bank’s business plan RBB is a st r at egic planning t o achieve t he goals t hat have been set
by t he bank. Thus, t he pr epar at ion of policies ar e t ailor ed t o t he bank’s business plan t o suppor t
t he achievement of t he st r at egic object ives of 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 er ms of adequacy of r isk management pr ocess implement at ion, t he bank per f or ms
ident if icat ion, measur ement , monit or ing and cont r ol on st r at egic r isks. The bank conduct s
ident if icat ion, measur ement and monit or ing of st r at egic r isks by monit or ing t he bank’s
per f or mance achievement wit h t he bank’s business plan which has been est ablished, in
addit ion, t he bank consider s changes in t he business envir onment t o per f or m adjust ment s
t o t he st r at egies which will be adopt ed by t he bank, t he bank conduct s business development s
by t aking int o account t he level of r isks t hat can be accept ed by t he bank, as well as monit or ing
t he bank’s business posit ion. Meanwhile, cont r ol ef f or t s conduct ed f or t he
st r at egic plan ar e by conduct ing t he bank’s per f or mance achievement analysis, t aking
st r at egic st eps deemed necessar y in r esponse t o t he changing business condit ions, conduct ing
business r eviews on t he achievement of t he business per f or mance on a r egular basis.
4. Comprehensive Internal Control System
In int er nal cont r ol f or st r at egic r isk, t he bank involves all it s business lines as well as cont r ol
act ivit ies t hat ar e also monit or ed by t he Risk Management Unit and t he Int er nal Audit Unit .
Analisa Pembahasan at as Kiner ja Per ser oan
Management Discussion Analysis on Company Per f or mance
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bank bjb Lapor an Tahunan
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H. Risiko Reputasi
Risiko Reput asi adalah r isiko akibat menur unnya t ingkat keper cayaan
st akeholder yang ber sumber dar i per sepsi negat if t er hadap bank. Hal ini ant ar a
lain disebabkan oleh adanya pember it aan media dan at au r umor mengenai Bank yang ber sif at negat if ,
ser t a adanya komunikasi bank yang kur ang ef ekt if .
1. Pengawasan Aktif Dewan Komisaris dan Direksi
Dewan Komisar is
dan Dir eksi
memant au mengenai ef ekt ivit as pener apan Manajemen
Risiko Reput asi di Bank. Ter kait wewenang dan t anggung jawab pengawasan akt if Dewan
Komisar is dan Dir eksi bank bjb, Dewan
Komisar is dan Dir eksi selalu memper oleh inf or masi yang jelas mengenai evaluasi dan
pener apan manajemen r isiko eksposur r isiko r eput asi.
St r ukt ur or ganisasi unt uk melakukan pengelolaan t er hadap r isiko r eput asi, bank t elah
membent uk unit ker ja t er sendir i yang mengelola r isiko r eput asi yait u Divisi Cor por at e Secr et ar y
dan Divisi Jar ingan dan Layanan, unit ker ja t er sebut ber f ungsi unt uk melakukan pengelolaan
t er hadap r eput asi bank dan mengat ur mengenai st andar layanan di Kant or Cabang sebagai
langkah unt uk memit igasi r isiko r eput asi.
2. Kecukupan Kebijakan, Prosedur dan Penetapan Limit
Bank t elah memiliki kebijakan ser t a pedoman Manajemen r isiko r eput asi yang secar a ber kala
dilakukan pembahar uan dan evaluasi at as kebijakan dan pedoman manajemen r isiko bank
t er sebut . Bank juga t elah memiliki kebijakan mengenai st andar pelayanan yang har us
dilakukan oleh unit ker ja oper asional, hal t er sebut dilakukan unt uk meminimalisir t er jadinya r isiko
r eput asi akibat kur ang memadainya pelayanan bank, t er dapat juga kebijakan mengenai
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 .
H. Reputation Risk
Reput at ion r isk is t he r isk due t o t he r educed levels of st akeholder s’ conf idence t hat or iginat es f r om
negat ive per cept ions of t he bank. This is par t ly due t o t he pr esence of negat ive media and or r umor s
about t he Bank, as well as t he bank’s communicat ion t hat is not ver y ef f ect ive.
1. Active Supervision by the Board of
Commissioners and the Board of Directors
The Boar d of Commissioner s and t he Boar d of Dir ect or s monit or t he ef f ect iveness of
t he Reput at ion Risk Management in t he Bank. In r elat ions t o t he Act ive Super vision of
aut hor it ies and r esponsibilit ies by t he Boar d of Commissioner s and Dir ect or s of bank bjb, t he
Boar d of Commissioner s and Dir ect or s always obt ain clear inf or mat ion on t he evaluat ion and
implement at ion of t he r isk exposur e of t he r eput at ion r isk management .
The or ganizat ional st r uct ur e f or managing t he r eput at ion r isk, t he bank has est ablished
a separ at e unit t o manage t he r eput at ion r isk, namely t he Cor por at e Secr et ar y Division and t he
Net wor k and Ser vices Division, t hese unit s ser ve t o manage t he bank’s r eput at ion and det er mine
t he st andar ds of ser vice in br anch of f ices as a st ep t o mit igat e t he r eput at ion r isk.
2. Adequacy of Policy, Procedure, and
Establishment of Limit
The bank has had r eput at ion r isk management policies and guidelines t hat ar e updat ed and
evaluat ed r egular ly on policies and guidelines of t he bank’s r isk management . The Bank also
has a policy r egar ding ser vice st andar ds t hat must be per f or med by oper at ional unit s, t his is
done t o minimize t he r eput at ion r isk due t o t he lack of adequat e banking ser vices, t her e ar e
also policies r egar ding t he handling of cust omer complaint s. Fur t her mor e, t he bank also have a
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.
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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 .
