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Implementation Of Operational Risk Management In The Customer Service Unit At Pt. Bank Nagari, Solok Branch
Last modified: 2026-05-11
Abstract
This study aims to determine the implementation of operational risk management in the Customer Service unit at PT. Bank Nagari Solok Branch. The research method used is a qualitative method with a descriptive approach. Data analysis was conducted by systematically describing the facts obtained and linking them to the implementation of operational risk management in the Customer Service unit.The results of the study show that PT. Bank Nagari Solok Branch has implemented operational risk management through the application of Standard Operating Procedures (SOP), supervision by supervisors, and regular employee training. Customer Service plays an important role in minimizing risk through customer data verification, providing education related to banking products and credit obligations, and reporting indications of risk to relevant units as an early warning system.
Keywords
Risk Management, Operational Risk, Customer Service, Banking
References
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Putra, R., & Hasibuan, A. (2024). Manajemen Risiko Operasional pada Bank Syariah Indonesia ( BSI ) KC Bengkulu. 3(4), 879–891.
Putri, D., Fuadi, A., & Alam, A. P. (2025). JEKSya Jurnal Ekonomi dan Keuangan Syariah. 4(1), 106–122.
Yuniarti, S. (2017). INDIKATOR DASAR. 21(040), 96–104.
Alfacharozie Md. Jurnal Sistem Pelayanan Customer Service dalam meningkatkan kepuasaan nasabah. http://repository.uin-suska.ac.id/28890/ . Diakses pada ( 08 September 2024).
Alfacharozie Md. Jurnal Sistem Pelayanan Customer Service dalam meningkatkan kepuasaan nasabah. http://repository.uin-suska.ac.id/28890/ . Diakses pada ( 08 September 2024).
Alsoufi, A., & Ali, H. (2014). C USTOMERS ’ P ERCEPTION O F M-B ANKING A DOPTION I N K INGDOM O F B AHRAIN : A N E MPIRICAL A SSESSMENT O F A N E XTENDED T AM M ODEL. 6(1), 1–13.
Article, O. (2023). Effect on New Loan Repayment Fine Clause on Bank Jaya Artha ’ s Customer Satisfaction and Recommendation. 2(4), 718–728. https://doi.org/10.56472/25835238/IRJEMS-V2I4P185
Bank, D. I., Kcp, B. S. I., & Sikaping, L. (2025). Analisis pengelolaan manajemen risiko operasional di bank bsi kcp lubuk sikaping. 9(12), 1003–1007.
Darmawi, H. (2017). No Title. 3.
Dewi. (2025). Analisis risiko operasional dalam industri perbankan : studi kasus pada bank umum di indonesia. 3, 1533–1538.
Fahmy, E., Menejemen, P. S., Ekonomi, F., Pamulang, U., & Selatan, T. (2020). ANALISA PENGUKURAN BEBAN MODAL RISIKO OPERASIONAL METODE BASIC INDICATOR APPROACH ( BIA ) DAN ADVANCE MEASUREMENT APPROACH ( AMA ) DI BANK EFG Pengelolaan risiko semakin disadari sebagai salah satu faktor kunci kesuksesan ( key perbankan menghadapi tantangan bisnis perbankan , dalam hal ini termasuk bank umum tantangan usaha yang dipicu antara lain proses globalisasi yang saling negara dengan negara lainnya , ketatnya. 21(1), 14–20.
Putra, R., & Hasibuan, A. (2024). Manajemen Risiko Operasional pada Bank Syariah Indonesia ( BSI ) KC Bengkulu. 3(4), 879–891.
Putri, D., Fuadi, A., & Alam, A. P. (2025). JEKSya Jurnal Ekonomi dan Keuangan Syariah. 4(1), 106–122.
Yuniarti, S. (2017). INDIKATOR DASAR. 21(040), 96–104.
Alfacharozie Md. Jurnal Sistem Pelayanan Customer Service dalam meningkatkan kepuasaan nasabah. http://repository.uin-suska.ac.id/28890/ . Diakses pada ( 08 September 2024).
Alfacharozie Md. Jurnal Sistem Pelayanan Customer Service dalam meningkatkan kepuasaan nasabah. http://repository.uin-suska.ac.id/28890/ . Diakses pada ( 08 September 2024).
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