UNTUK INFORMASI LEBIH LANJUT /FOR FURTHER INFORMATION: Zsa Zsa Yusharyahya, Head of Public Affairs
Telephone (+6221) 57991001-03 ext. 8301/8361/8323 Mobile: (+62 81 1109369. Fax. (+6221) 57991161,
public.affairs@danamon.co.id
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Libatkan Karyawan Dalam Pertumbuhan Perusahaan; Luncurkan Platform Employee Service Center Terbaru
PT. Bank Danamon Indonesia Tbk. (Danamon) hari ini menandatangani Perjanjian Kerja Bersama (PKB) Danamon dengan Serikat Pekerja Danamon (SP NIBA). Perjanjian Kerja Bersama berlaku untuk periode 1 Agustus 2009 hingga 31 Juli 2011.
“Perjanjian Kerja Bersama ini merupakan cerminan kerjasama antara perusahaan dengan para pemangku kepentingan, khususnya Serikat Pekerja, dalam menciptakan lingkungan kerja yang baik. Merupakan suatu hal yang penting bagi Danamon sebagai salah satu perusahaan dengan tenaga kerja terbanyak di industri keuangan di Indonesia untuk melibatkan dan menitikberatkan peran karyawan dalam pertumbuhan perusahaan”, ungkap Jos Luhukay, Wakil Presiden Direktur Danamon. Per 31 Desember 2008, Danamon didukung oleh lebih dari 40.000 karyawan, termasuk anak perusahaan.
Penandatangan perjanjian hari ini dilakukan oleh Wakil Presiden Direktur, Jos Luhukay dan Muliadi Rahardja, Direktur. Sementara Serikat Pekerja Danamon diwakili oleh Tri Santoso, Ketua Presidium dan Hardi Wijaya, Sekretaris Jenderal Presidium. Pejabat senior lain yang hadir pada acara hari ini termasuk Irianto Simbolon, Direktur Persyaratan Kerja, Kesejahteraan dan Analisis Diskriminasi, dan Dedet Sukandar, Kepala Dinas Departemen Tenaga Kerja dan Transmigrasi, Provinsi DKI Jakarta.
Masih seiring dengan tujuan Danamon dalam melibatkan dan menitikberatkan peran karyawan dalam pertumbuhan perusahaan, Danamon juga meluncurkan platform baru Employee Service Center (ESC). Berpusat di Gedung Graha Surya Internusa, Lt. 1 & 2, Jl. HR. Rasuna Said Kav. X-0, Jakarta 12920, ESC memudahkan pegawai Danamon dalam mengakses dan mengurus berbagai urusan manfaat dan fasilitas kepegawaian melalui layanan call center, email dan walk-in. Peluncuran ini juga merupakan salah satu prioritas strategis jangka panjang Danamon, yaitu menjadi “tempat pilihan untuk berkarya.”
“Kami percaya bahwa kepuasan pelanggan internal kami – yaitu para pegawai - pasti berdampak pada kepuasan nasabah sebagai pelanggan eksternal kami,” kata Maria Theodora Kurniawati, Human Resources Head Danamon. ESC yang didirikan pada tahun 2005 lalu adalah bagian dari komitmen Danamon untuk terus menerus meningkatkan kualitas produk dan layanan kami kepada para pegawai. “Kini, kami memperkenalkan peningkatan-peningkatan yang mampu mempercepat layanan kepada pegawai yang ingin memperoleh informasi terkini, atau melaksanakan administrasi yang terkait dengan berbagai benefit yang diperolehnya sebagai pegawai,” lanjut Maria.
Dengan teknologi call monitoring system, ESC Danamon bisa menekan abandon rate sampai di bawah 3 persen dalam sebulan. Bahkan pada saat-saat sibuk pun seperti pada saat pembayaran gaji, jumlah call
yang tidak tertangani kurang lebih 5 persen. Sementara rata-rata incoming call yang masuk bisa mencapai lebih dari 700 telepon per hari.
Sejumlah sistem dan fitur tambahan tercakup dalam platform ESC yang baru. Salah satunya adalah sistem terintegrasi yang menjamin tracking dan monitoring terhadap transaksi kepegawaian berlangsung dengan baik.
Platform ESC yang baru didukung oleh kualitas sumber daya manusia yang mengelolanya. Para frontliner ESC telah mengikuti pelatihan service quality dan telah diuji melalui pengukuran (call monitoring) melalui telepon misterius oleh pegawai Danamon yang dipilih secara acak untuk mengetahui sejauh mana para frontliner memenuhi standar pelayanan yang diharapkan.
Berbagai inisiatif telah dilakukan untuk meningkatkan pelayanan kepada karyawan Danamon, meliputi layanan prioritas ESC, layanan di hari Sabtu (paruh hari) serta email monitoring untuk memastikan semua email yang masuk ke pihak HRD ditangani dengan baik.
UNTUK INFORMASI LEBIH LANJUT /FOR FURTHER INFORMATION: Zsa Zsa Yusharyahya, Head of Public Affairs
Telephone (+6221) 57991001-03 ext. 8301/8361/8323 Mobile: (+62 81 1109369. Fax. (+6221) 57991161,
public.affairs@danamon.co.id
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Danamon Employees Involvement in Company Growth; A New Employee Service Center Platform Launched
PT Bank Danamon Indonesia Tbk. (Danamon) today signed a Collective Labor Agreement (PKB) with Danamon’s Labor Union (SP NIBA). The agreement is effective for the period of August 1 2009 to July 31 2011.
“This Collective Labor Agreement is a collaborative effort between company and its stakeholders, particularly the Labor Union, in establishing a sound working environment. It is very important for Danamon, as one of the largest employer in Indonesia’s financial sector to include and involve its employees in the company’s growth”, stated Jos Luhukay, Danamon Deputy President Director. As of December 31, 2008 Danamon is supported by over 40,000 employees, including subsidiaries.
Today’s agreement was signed by Danamon’s Deputy President Director, Jos Luhukay, and Muliadi Rahardja, Director, while Danamon’s Labor Union was represented by Tri Santoso, Presidium Chairman and Hardi Wijaya, Secretary General of the Presidium. Other officials present include R Irianto Simbolon, Director of Working Regulations, Welfare and Discrimination Analysis, Department of Labor and Transmigration and Dedet Sukandar, Official Head of Labor and Transmigration for DKI Jakarta Province.
Still in line with Danamon’s objectives in including and involving its employees with the company’s growth, Danamon also launched a new Danamon Employee Service Center (ESC) platform. Located at Gedung Graha Surya Internusa, Lt. 1 & 2, Jl. HR. Rasuna Said Kav. X-0, Jakarta 12920, ESC serves to ease its employees in accessing and processing various employment benefits and facilities via call center, email or walk-in. The launch also caters to one of Danamon’s long-term strategic priority in becoming the “Employer of Choice”.
“We believe that internal customers’ (employees) satisfaction will also determine external customers satisfaction,” said Maria Theodora Kurniawati, Human Resources Head Danamon. ESC was established in 2005, as part of Danamon’s commitment to continuously improve the delivery of its products and services to employees. “Now, we introduce new improvements that enables us to speed up our services to employees requiring updated information, deal with their benefits or other administration-related matters”, said Maria .
With ESC’s call monitoring system technology, Danamon can reduce abandoned call rate up to below 3 percent in a month. In fact during peak times like salary payroll, total abandoned calls count to approximately 5 percent. Meanwhile the average of incoming calls can reach over than 700 calls per day.
The new ESC platform consists of several additional system and features including an integrated system that ensures tracking and monitoring of employee transactions are well handled.
In fulfilling the expected standard of services, The Danamon ESC new platform is supported by a team of human resource professionals. ESC Frontliners has been equipped with service quality training and assessment, including random call monitoring through mystery calls by Danamon staff.
Various intitiatives has also been conducted to improve its services to Danamon employees, like ESC priority service, Saturday service (half-day) and email monitoring system to ensure that all emails to HRD are well responded.
UNTUK INFORMASI LEBIH LANJUT /FOR FURTHER INFORMATION: Zsa Zsa Yusharyahya, Head of Public Affairs
Telephone (+6221) 57991001-03 ext. 8301/8361/8323 Mobile: (+62 81 1109369. Fax. (+6221) 57991161, public.affairs@danamon.co.id Page 5 / 5 About Danamon:
PT Bank Danamon Indonesia Tbk. was established in 1956 and as of December 31, 2008 operates over 1,400 branches including its Danamon Simpan Pinjam (DSP) and Syariah units as well as Adira Finance branches. Danamon provides its customers with access to over 14,000 ATMs, including through its association with ATM Bersama and ALTO, in all 33 provinces in Indonesia and supported by over 40,000 employees (including subsidiaries).
Danamon is the sole issuer and acquirer of the American Express® Cards in Indonesia under an independent operator agreement which allows it to issue American Express Cards to individual and corporate clients. Danamon is also solely responsible for providing services to local merchants who accept American Express Cards and for signing up new merchant partners in Indonesia.
PT Adira Dinamika Multi Finance Tbk. (Adira) is the automotive financing subsidiary of Danamon which operates an extensive branch network in more than 110 cities in Indonesia.
As per December 31, 2008, Danamon is 67.87% owned by Asia Financial (Indonesia) Pte. Ltd., and 32.13% by the public (ownership interest below 5%).
Danamon was appointed as the Best Bank in Indonesia 2008 by Global Finance and ranked at the top of InfoBank’s 2008 survey of 125 Indonesian banks. Danamon was awarded the Best Domestic Bank in Indonesia 2008 by The Asset Magazine and inaugurated as the Best Company in Indonesia 2008 for Corporate Governance by the same magazine, based on the international corporate governance standards, including the White Paper on Corporate Governance in Asia produced by the Organization for Economic Cooperation and Development (OECD). Also in 2008, Investor Magazine awarded Best Syariah 2008 to Danamon, under category of Best Shariah Business Unit with assets above Rp 500 billion, which given to bank with best shariah business unit in Indonesia in 2008.
Through Danamon Peduli, Danamon has also won the Millennium Development Goals (MDGs) Award 2008 in the Poverty and Hunger Eradication category. The award was organized by United Nations Development Program (UNDP) and Metro TV which is given to the best CSR implementation eradicating poverty and hunger in the past one year.
