PENERAPAN MANAJEMEN RISIKO OPERASIONAL PADA UNIT TELLER DI BANK BCA KCU X

Pikatan, Ira Rakai (2024) PENERAPAN MANAJEMEN RISIKO OPERASIONAL PADA UNIT TELLER DI BANK BCA KCU X. S2 thesis, Universitas Kristen Indonesia.

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Abstract

Penelitian ini bertujuan untuk mengetahui bagaimana penerapan manajemen risiko operasional unit teller di PT Bank Central Asia KCU X yang ada di Jakarta Timur. Risiko operasional bank yang terus berkembang dan membutuhkan penanganan risiko yang baik guna mengurangi munculnya risiko lainnya, seperti risiko reputasi. Proses bisnis teller dimulai dari pagi hingga sore hari. Proses bisnis dimulai dari persiapan area teller kemudian pemanggilan antrian untuk nasabah bertransaksi hingga proses akhir hari yakni balancing teller dan pemeriksaan laporan aktivitas teller. Level of risk sebuah kejadian yang tidak diinginkan (KTD) diperkirakan dengan peluang KTD dikalikan dengan dampak KTD. Identifikasi risiko (KTD), skala peluang KTD, dan dampak KTD ditentukan masing- masing dengan cara observasi partisipatif, wawancara, studi dokumen dan juga angket yang melibatkan teller-teller yang ada di BCA KCU X. Hasil penelitian menunjukkan bahwa terdapat tujuh KTD. Dari tujuh KTD, KTD dengan level of risk besar adalah kesalahan input nominal atau nomor rekening tujuan pada proses transaksi. Mitigasi peluang KTD kesalahan input nominal atau nomor rekening tujuanyang telah terpasang adalah penggunaan aplikasi E-branch dalam pengisian slip transaksi oleh nasabah. Mitigasi dampak yang telah terpasang adalah melakukan error correction pada sistem di hari yang sama. Mitigasi lanjutan yang disarankan adalah mengoptimalkan sistem kendali dual control pada transaksi. BCA telah menerapkan manajemen risiko standar perbankan. Tahap selanjutnya adalah mematangkan penerapan manajemen risiko selaras dengan peningkatan budaya manajemen risiko. Budaya risiko adalah perilaku dan keterampilan penerapan proses, kerangka, dan prinsip manajemen risiko. Kata Kunci: Manajemen Risiko Operasional, Unit Teller/This research aims to find out how operational risk management is implemented at the PT Bank Central Asia KCU X teller unit located in East Jakarta. Bank operational risks are continue to grow and require good risk management to reduce the emergence of other risks, such as reputation risk. The implementation of operational risk management takes place starting from the teller unit business process which lasts from 8 AM to 3 PM. The business process starts from preparation of the teller area then calling the customer queue for transactions until the final process, which are balancing tellers and checking teller activity reports. The level of risk of an undesirable event (KTD) is estimated by the chance of an event multiplied by the impact of the event. Risk identification (KTD), the scale of accident opportunities, and the impact of accidents were determined respectively by means of participant observation, interviews, document studies and also questionnaires involving tellers at BCA KCU X. The results of the research showed that there were seven KTDs. Of the seven KTDs, the KTD with a large level of risk is an error in inputting the nominal or destination account number in the transaction process. Mitigating the opportunity for KTD errors in inputting nominal or destination account numbers that have been installed is the use of the E-branch application in filling in transaction slips by customers. Mitigating the impact of KTD is carrying out error correction in the system on the same day. The recommended further mitigation is to optimize the dual control system for transactions and continuing finalize the implementation of risk management. BCA has implemented banking standard risk management. The next stage is to finalize the implementation of risk management which in line with improving risk management culture. Risk management culture is the behavior and skills of implementing risk management processes, frameworks and risk management principles. Keywords : Operational Risk Management, Teller Unit.

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