Directed all of the operations for the company, consisting of Product Operations team, IT Operations team, Business Process & Improvement team, Customer Support team. Co-manage Risk & Compliance team with Legal unit, Settlement team with Finance unit. Act as Incident Manager for the company. ● Deployed 4000+ M2M chips for different clients in Banking, Telco, Mining, Retail within 2 months. Generating income valued at IDR 200 million per month from the project. ● Integrated many kind of e-Wallet for Banking clients, handled ten of thousands daily transactions valued at IDR 1-3 billion per day, resulting in net operational income around IDR 150-200 million per month. ● Building 24/7 customer support team and trained agents to cater B2B clients’ queries more efficiently, hence help reducing Business and Account team workload. Achieved zero recurring customer complaints for Q3 & Q4 in year ‘24. ● Implemented ITIL frameworks across the organization. Obtained ISO 27001 and 27701 certification for the company with 0 surveillance audit findings. ● Maintained 99% SLA for all products and services in the organization (hardware, software, people solutions).

Build IT team and Operations team. Managed all the operations for the company, including budgeting, auditing, and project delivery. Integrating end-to-end data funnel for clients. Reporting to C-levels and board members. ● Produced and deployed 1000+ DAV v.2 devices in one year (2019), an eKiosk that provide services and cross sell products between clients. Orchestrating between various suppliers and vendors to distribute in Java, Bali, Lombok area. ● Produced and deployed 5000+ DAV v.1 devices in two years (2016-2018), the first interactive IoT screen for retail spaces in Indonesia with built-in features such as telemetry and augmented reality. Fully in-house team with 70+ headcount for Java area. ● Developed mobile applications to monitor field technician performance, increasing operational budget efficiency, 61.2% cost reduction valued at IDR 105 million per month. ● Created live dashboard to capture campaign performance for each clients and the company. Building better trust for the project stakeholders, removing weekly meetings and other time wasteful activities.

Champion for the eStatement system project. Function as operations manager and product owner. Guide development with multiple technology vendors, created SOPs, trained customer service agents, conduct user testing, checking and monitoring servers performance in data center, overseeing system audits, supervising campaigns with Marketing and Business team. ● Within 1 year, successfully acquired 191,768 new eStatament users using multi-channel campaigns. Reduced monthly operations cost for credit card & bank statements, valued at IDR 759 million. ● Decreased customer complaints by 82.7% per month related to credit card statement. Creating eStatement SOPs, user guide, FAQ web page, and periodically trained customer service agents. ● Maintained 99.5% SLA for eStatement delivery, the outcome is 75% reduction in late credit card payments.

Produced and delivered all the physical statement for the company within tight SLA for each cycle. Leading multiple printing vendors, and set standard for production. Mentoring team members for QA and QC activities. Negotiating with suppliers for cost control. ● Created one gateway system for vendor and suppliers to enhance supply chain for the bank. Improving cost efficiency by 21.7%, valued at IDR 103 million per month. ● Initiated vendor rating system for Support System division, allowing top management to easily review each vendors production performance. ● Promoted to eDelivery supervisor.