Irta

Banking professional with more than 20 years of experience in branch operations, operational risk management, customer service, customer experience, compliance, audit, and regional operational support. Experienced in a wide range of strategic functions including Credit Acceptance, Regional Head Secretary, Regional Support Staff, Mobile Service Officer, Branch Authorized, and Customer Service. Demonstrated expertise in branch operations management, transaction authorization, internal control enhancement, audit improvement, operational risk mitigation, and team development.

Trusted to perform Branch Manager responsibilities across seven branches within the Semarang Area and recognized for driving operational excellence, resulting in management appreciation and a grade promotion in 2024. Known for strong integrity, analytical thinking, collaborative leadership, problem-solving capability, and a strong commitment to service excellence and continuous improvement.

Customer Service - SMBC INDONESIA

(2025-09)

• Continued to be entrusted as part of the branch operations team following the company's organizational restructuring process.
• Deliver customer service and banking solutions in accordance with company service standards.
• Handle customer service administration and complaint resolution professionally.
• Support service excellence initiatives and customer satisfaction improvement programs.
• Collaborate with related units to ensure smooth branch operations.

Branch Authorized - SMBC INDONESIA

(2022-12 - 2025-09)

• Authorized banking transactions within delegated authority and regulatory requirements.
• Supervised daily branch operations to ensure compliance with SOPs and company policies.
• Performed Branch Manager responsibilities whenever required.
• Identified and mitigated branch operational risks.
• Managed escalated operational and customer service issues.
• Contributed to branch audit quality improvement, resulting in a Satisfactory audit rating.
• Received recognition from the Area Manager, contributing to a grade promotion in 2024.

Mobile Service Officer - SMBC INDONESIA

(2019-05 - 2022-12)

• Provided operational support to branch networks throughout the Semarang Area.
• Monitored branch operational requirements and followed up on corrective actions.
• Prepared operational reports for area management evaluation.
• Coordinated with various departments to support branch operational effectiveness.
• Trusted to act as Branch Manager for Semarang, Pandanaran, Jenderal Sudirman, Salatiga, Kendal, Weleri, and Brebes branches for periods ranging from 3 to 14 days based on operational requirements.
• Ensured smooth branch operations, operational supervision, team coordination, risk control, and customer service quality.
• Led branch operations during the COVID-19 crisis under resource constraints while maintaining business continuity.

Regional Support Staff - BTPN

(2014-04 - 2019-05)

• Supported regional operational coordination and branch network activities.
• Monitored branch operational performance and activities.
• Prepared regional operational reports.
• Acted as liaison between branches and related business units.
• Supported the preparation of data and documentation for regulatory examinations and related stakeholders.
• Collected and submitted Head Office data requests from branches across Central Java.
• Monitored branch KPI achievements through area reporting data.
• Conducted periodic monitoring of branch audit quality.

Regional Head Secretary - BTPN

(2010-04 - 2014-03)

• Managed administrative activities for the Regional Head.
• Prepared reports and supported regional coordination requirements.
• Managed communication between regional management and branch offices.
• Handled confidential and strategic documents.
• Organized regional coordination meetings involving area and branch offices.
• Coordinated strategic partnerships with PT Taspen (Persero) and PT Pos Indonesia within the Central Java Region.

Credit Acceptance - BTPN

(2007-03 - 2010-03)

• Conducted credit analysis and verification.
• Assessed credit risk and document completeness.
• Supported credit decision-making processes in accordance with company policies.

Bachelor of Economics - Management - UPN Veteran Yogyakarta (1999 - 2004)