Advanced General Affairs Management Meningkatkan Operational Efficiency dan Service Excellence Bank
Advanced General Affairs Management Meningkatkan Operational Efficiency dan Service Excellence Bank
Deskripsi
Fungsi General Affairs dalam industri perbankan memiliki peran yang semakin strategis dalam mendukung operational efficiency, service quality, cost effectiveness, serta business continuity. Perubahan pola kerja, tuntutan digitalisasi, peningkatan ekspektasi pegawai dan internal customer, kebutuhan pengelolaan fasilitas yang lebih efisien, serta tuntutan governance dan pengendalian operational risk menjadikan General Affairs tidak lagi sekadar berorientasi pada pekerjaan administratif dan pemenuhan kebutuhan operasional sehari-hari. Fungsi ini perlu mampu mengelola office facilities, building services, administrative support, vendor, procurement support, asset utilization, workplace services, security, safety, hingga emergency preparedness secara terintegrasi. Dalam konteks perbankan, efektivitas General Affairs juga harus berjalan sejalan dengan prinsip governance, risk management, internal control, efisiensi biaya, perlindungan aset, dan kesinambungan operasional sehingga setiap sumber daya yang digunakan dapat memberikan kontribusi optimal terhadap kinerja organisasi.
Pelatihan Advanced General Affairs Management dirancang untuk meningkatkan kemampuan peserta dalam mengembangkan pengelolaan General Affairs yang lebih strategic, efficient, responsive, measurable, dan service-oriented. Peserta akan membahas bagaimana melakukan strategic planning fungsi General Affairs, menyusun service standard dan Service Level Agreement, mengendalikan operational cost, mengoptimalkan utilization aset dan fasilitas, mengelola vendor secara profesional, memperkuat facility risk management, serta membangun internal service excellence yang mampu meningkatkan employee experience dan stakeholder satisfaction. Pendekatan pelatihan juga diarahkan pada penerapan KPI dan service performance measurement sehingga aktivitas General Affairs dapat diukur berdasarkan productivity, quality, cost efficiency, responsiveness, reliability, dan business impact. Dengan demikian, General Affairs diharapkan mampu bertransformasi menjadi strategic support function yang tidak hanya menjaga kelancaran operasional bank, tetapi juga memberikan kontribusi terhadap efficiency, resilience, workplace effectiveness, dan service excellence secara berkelanjutan.
Tujuan
Setelah mengikuti pelatihan ini, peserta diharapkan dapat:
- Memahami peran strategis General Affairs dalam mendukung operational efficiency, service excellence, governance, dan business continuity bank.
- Menyusun strategi pengelolaan General Affairs yang efektif, terukur, customer-oriented, dan selaras dengan kebutuhan bisnis perbankan.
- Mengoptimalkan pengelolaan fasilitas, aset, workplace services, dan administrative support guna meningkatkan productivity dan cost efficiency.
- Meningkatkan kemampuan dalam mengelola vendor, outsourcing, service provider, serta monitoring Service Level Agreement secara profesional.
- Mengidentifikasi dan mengendalikan operational risk, facility risk, security risk, serta potensi gangguan terhadap kesinambungan operasional.
- Membangun budaya internal service excellence melalui peningkatan service standard, responsiveness, KPI, employee experience, dan continuous improvement.
Materi
Materi 1. Strategic General Affairs Management dalam Industri Perbankan
Sub Materi:
- Transformasi Peran General Affairs dari Administrative Function menjadi Strategic Support Function
- Strategic Alignment General Affairs dengan Business Strategy dan Operational Objectives Bank
- General Affairs Operating Model dan Integrated Support Services
- Governance, Internal Control dan Accountability dalam Pengelolaan General Affairs
- Service Standard, SLA dan Internal Customer Expectation Management
- KPI General Affairs dan Performance Measurement
Materi 2. Operational Efficiency dan Cost Management General Affairs
Sub Materi:
- Identifikasi Cost Driver dan Area Inefficiency dalam General Affairs
- Operational Cost Optimization tanpa Menurunkan Service Quality
- Budget Planning, Cost Control dan Expense Monitoring
- Process Simplification dan Administrative Efficiency
- Productivity Improvement melalui Standardisasi dan Digitalisasi Proses
- Cost Efficiency Measurement dan Continuous Improvement
Materi 3. Advanced Facility dan Workplace Management
Sub Materi:
- Strategic Facility Planning dan Workplace Optimization
- Building Management, Office Services dan Facility Performance
- Preventive Maintenance dan Corrective Maintenance Management
- Asset Utilization, Facility Capacity dan Space Optimization
- Workplace Safety, Comfort dan Employee Experience
- Facility Performance Monitoring dan Service Quality Improvement
Materi 4. Strategic Vendor dan Outsourcing Management
Sub Materi:
- Vendor Selection, Qualification dan Service Provider Assessment
- Vendor Governance dan Third Party Performance Management
- Service Level Agreement, Key Performance Indicator dan Contract Monitoring
- Vendor Cost Management dan Negotiation Strategy
- Vendor Risk Assessment dan Operational Control
- Performance Review, Corrective Action dan Vendor Relationship Management
Materi 5. Asset, Security dan Operational Resilience Management
Sub Materi:
- Strategic Asset Management dan Asset Lifecycle Management
- Asset Inventory, Utilization Monitoring dan Accountability
- Physical Security Management untuk People, Property dan Banking Facilities
- Emergency Preparedness, Incident Response dan Crisis Support
- Business Continuity dan Operational Resilience dari Perspektif General Affairs
- Risk Identification, Control Assessment dan Mitigation Strategy
Materi 6. Internal Service Excellence dan Continuous Improvement
Sub Materi:
- Internal Customer Experience dalam Layanan General Affairs
- Service Excellence Culture dan Service Mindset
- Service Request Management dan Response Time Optimization
- Complaint Handling, Feedback Management dan Service Recovery
- Service Quality Dashboard, KPI dan Performance Evaluation
- Continuous Improvement melalui PDCA, Root Cause Analysis dan Service Innovation
Peserta
- General Affairs (GA)
- Operations Management
- Facility Management
- Asset Management
- Service Quality / Customer Experience
Metode
- Pre-test
- Presentasi Materi
- Diskusi
- Studi Kasus
- Post-test
Fasilitas
- Training Amenities
- Peralatan Pelatihan (Tas, Hand Out, Block Note, Pulpen, Watermark)
- Sertifikat
- Souvenir
- 2x Coffee Break, 1x Lunch