Bank BTN Jobs: Gold Financing Department Head | Customer Retention and Loyalty Department Head
Bank BTN, or PT Bank Tabungan Negara (Persero) Tbk, is a prominent financial institution in Indonesia. Established on October 16, 1897, as Postspaarbank, it has evolved significantly over the years. Initially serving as a savings bank during the Dutch colonial era, it was later renamed Bank Tabungan Pos during the Japanese occupation and eventually became Bank Tabungan Negara in 1963.Today, BTN operates as a state-owned enterprise under the Ministry of Finance, focusing on providing financial services, particularly in the housing sector. It offers a wide range of products and services, including mortgage loans (KPR), savings accounts, debit cards, mutual funds, and foreign exchange services. BTN is committed to supporting the government's housing programs and aims to become a leading provider of integrated financial and digital services.
BTN's vision is to be a main partner in empowering Indonesian families' financial well-being, while its mission includes providing the best customer experience through integrated digital and financial services. The bank also emphasizes sustainable business practices and corporate governance to ensure long-term growth and societal welfare.
BTN's commitment to excellence and customer satisfaction has earned it numerous awards and recognitions, including the Gold Winner Mob-Ex Awards 2023 for the Best Campaign in Banking and Finance. The bank remains dedicated to its goal of providing accessible and high-quality financial services to the Indonesian population.
We are hiring:
Gold Financing Department Head
Qualifications
- Status: Permanent Employee - Assignment at Bank Syariah Nasional (BSN);
- Minimum Bachelor's degree in Economics, Finance, Sharia, or Industrial Engineering;
- ≥7 years experience in Islamic banking / multifinance / pawnshop, with at least 3 years at supervisor / assistant manager level;
- Deep understanding of gold products, sharia contracts (rahn, murabahah, ijarah), and risk management;
- Network in the gold ecosystem, fintech, or sharia retail;
- Strong analytical, negotiation, and team management skills.
Competencies
- Strategic Thinking → able to see gold’s role as Islamic Commercial Bank (BUS) differentiation;
- Business Acumen → connecting hook products with yield and consumer portfolio;
- Digital Mindset → familiar with integration into SuperApp, e-commerce, fintech;
- Leadership and People Management → able to lead small-medium teams (5-15 people);
- Shariah Literacy → understands contracts and National Sharia Board (DSN-MUI) fatwas related to gold financing;
- Certified Pawn and Certified Risk Management minimum Level 1-3.
Job Description
Strategic and Product Development
- Developing gold product roadmap (gold pawn, gold installment, sharia bullion bank);
- Conducting market research and benchmarking;
- Designing pricing, margin schemes, and features that are competitive and sharia-compliant;
- Identifying new sharia hook product opportunities (e.g., ijarah, MMQ, fintech partnership).
Business Development and Sales
- Establishing partnerships with the gold ecosystem (gold shops, fintech, marketplace);
- Driving acquisition through digital channels (SuperApp, payroll ecosystem);
- Formulating cross-sell strategy for ETB (e.g., offering gold installment to existing mortgage customers);
- Setting sales targets and monitoring unit achievement.
Operational and Risk Management
- Ensuring gold pawn / installment operations comply with SOP and sharia principles;
- Overseeing gold appraisal, storage, and price risk mitigation;
- Handling audits, regulatory compliance with OJK and National Sharia Board (DSN-MUI).
Team and Performance Management
- Developing unit team (product officers, partnership officers, risk / ops officers);
- Setting individual and team KPIs (financing volume, yield, NPF, cross-sell rate);
- Providing coaching to enhance team capabilities.
Customer Retention and Loyalty Department Head
Qualifications
- Status: Permanent Employee - Assignment at Bank Syariah Nasional (BSN);
- Minimum Bachelor's degree in Marketing, Management, Economics, or Statistics / Data Analytics;
- ≥7 years experience in consumer banking / loyalty program / CRM, with at least 3 years at supervisor / assistant manager level;
- Understanding of CRM tools, customer analytics, data-driven marketing;
- Experience in building cross-sell, loyalty, or lifecycle management programs in banking / fintech;
- Familiar with Islamic banking principles and Islamic customer value proposition.
Competencies
- Customer-Centric Mindset → able to design journeys based on ETB needs;
- Analytical Thinking → skilled in breaking down data for cross-sell and EWS;
- Digital Savvy → experienced with CRM systems, analytics dashboards, marketing automation;
- Collaboration → able to work across divisions (mortgage, personal banking, digital);
- Leadership and Team Management → leading small-medium teams (5-10 people) with outcome-based targets.
Job Description
Strategic and Engagement Management
- Designing ETB lifecycle management strategy: onboarding → engagement → cross-sell → retention;
- Creating customer engagement programs based on sharia values (e.g., Islamic loyalty program, ZISWAF integration, Hajj / Umrah concierge);
- Developing customer journey mapping for ETB with a focus on multi-product holding.
Cross-Sell and Upsell
- Identifying cross-sell potential (e.g., offering payroll financing, transaction cards, gold installment to mortgage customers);
- Creating next-best-offer (NBO) based on data and analytics;
- Collaborating with related Divisions to leverage mortgage as the main feeder.
Loyalty and Retention
- Developing loyalty platform (rewards, cashback, Islamic lifestyle privileges);
- Running retention programs for high-value segments (priority, prospera, affluent);
- Managing churn prevention and relapse management (ETB with high attrition risk).
Analytics and Insights
- Leading analytics team to produce customer segmentation and EWS (Early Warning System);
- Monitoring customer satisfaction (NPS) and engagement score;
- Providing insights to management for new product development based on ETB needs.
Team and Performance Management
- Developing unit team (engagement officers, analytics officers, campaign officers);
- Setting ETB cross-sell, retention rate, and satisfaction index targets;
- Providing coaching and training for the team to adapt to digital tools.
Disclaimer
- Beware of fraud! BTN never charges any fees during the recruitment process.
- Official announcements are only made through corporate emails with the domain @btn.co.id and BTN corporate SMS blast.
- The BTN employee selection committee does not accept gratuities in any form.
Beware of recruitment scams.
PS: Translated from Bahasa Indonesia.
Gold Financing Department Head | Customer Retention and Loyalty Department Head
