Track: Case Studies
Abstract
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As banking business transactions has shifted toward otomation and digitalization, continous improvement on banking services are required to stay on top of the line. One of the most important aspects on delivering excellent services is how to manage your team working flawlessly as one solid unit. As millennial generation start to step in our workforce, some managers found new challenges on managing this new force. Generation gap, has become an important issue, since many conflicts might possibly arise, which could jeopardize company performance. It is important for management, to understand how millennial mind works, and how to make them working as a team with older generation to enhance the quality of service delivered. The purpose of this research is to present the result of team engagement policy applied on Tanah Abang Main Branch of Private Bank ABC in Jakarta. Literature reviews from related theories ware used to explained the policy. Result show very significant increase on service
quality received by customers, indicating that team engagement policy as one success factor for reaching company’ goal
Keywords
Team engagement, competition, millennial generation, generation gap, service quality
Biographies
Shinta Winasis is Doctoral student at Mercubuana University, Jakarta. She had bachelor degree from Institute Technology of Bandung, majoring in Astrophysics, and master degree from Padjadjaran University, majoring in Banking Managemen. Shinta has worked for 22 years at a private Bank in Jakarta, as branch manager and currently service manager. Her research interest including team management, millennials generation, human capital, disaster recovery management, and operational risk in banking management.