Mohamad Fierdzal Khadafi

Temporary Project-based for Pegadaian Digital Service (PT Pegadaian)

• Support Product Owner with documentation and testing.
• Work closely with engineering, IT operations, and customer service digital teams.
• Conduct operational testing to verify system functionality, performance, and reliability before PDS releases.
• Perform end-to-end testing of Pegadaian Digital Service (PDS) app after UAT or post-release, and monitor daily performance.
• Create and update documentation for each PDS release, including Post Implementation Reviews (PIR), user manuals, and FAQs.
• Track and follow up on production issues in Jira while monitoring SLAs.
• Support marketing in publishing campaigns via MoEngage and in-app channels, while monitoring performance.
• Analyze weekly and monthly transaction data and collaborate with Digital Marketing on promo trends to boost transactions.
• Provide training on new updates/features of Pegadaian Digital and Pegadaian Syariah Digital, and support customer service/outlet teams with issue resolution.
• Assist Product Owner in preparing weekly roadmap and project progress updates.
• Research competitor apps (banking & e-wallet) to identify features for PDS updates.
• Optimize digital products and services to enhance customer experience.
• Apply agile practices and streamline digital operations.

• Lead and optimize product operations for B2C, e-commerce, ERP, CRM, and Fintech (e-wallet) products
• Collaborate closely with Product Managers and engineering teams to enhance product lifecycle management
• Develop and implement SOPs (Standard Operating Procedures) to streamline product operations
• Improve operational efficiency through data-driven insights and best practices
• Gather and analyze customer feedback to drive continuous product improvements and ensure excellent user experiences
• Implement and manage ERP and CRM systems, ensuring seamless integration with Fintech products
• Lead strategic initiatives to align product operations with business goals and drive innovation
• Oversee account creation support, user onboarding, and provide product demos for internal and external clients
• Track and manage operational issues, coordinating with cross-functional teams to resolve production problems efficiently
• Manage payment operations, including disbursements, reconciliation, and resolving virtual account and bank transaction issues

• Working closely with three Product Managers
• Currently handling three products of Koltiva
• Alignment and coordination with Project Implementation on application deployment for users/clients
• Performing training to users/project team/client (internal/external)
• Account creation support for user onboarding & demo to clients (internal/external)
• Tracking and managing feedback from users & clients (internal/external)
• Following up on any production issue and coordinating with respective team to find out the root cause
• Managing product documentation & content, including manual guidance and product FAQS
• Managing Koltipay (e-wallet) operational transaction (disbursement and reconciliation)
• Alignment with Marketing Team in carrying out marketing strategies

• Working closely with Product Managers;
• Managing & arranging Bank Reconciliation team's roster/schedule;
• Making daily morning reconciliation and conclusion;
• Processing pending bank transactions (AM reconciliation);
• Helping creating or opening accounts for company (account managers);
• Following up/forwarding emails of pending transactions to related parties;
• Handling virtual account or bank row inquiries;
• Helping out Account Operations' workloads if needed

• Working closely with Product Managers;
• Making daily morning reconciliation and conclusion;
• Processing pending or stuck bank transactions;
• Helping creating or opening accounts for company (account managers);
• Following up/forwarding emails of pending transactions to related parties;
• Handling virtual account or bank row inquiries

• Reviewing documentation for new customer accounts;
• Evaluating high-risk accounts;
• Analyzing new customer processes and policies;
• Completing/correcting incorrect informations;
• Checking on periodic review for long-term customer's;
• Ensuring there's no financial fraud;
• Receiving knowledges about anti-money laundering (AML) processes and procedures
• Doing World Check 1 for Indo and SG users (Compliance task)

• Handling complaints from customers through phonecall, emails, social medias, and livechat;
• Answering questions and providing information about products;
• Analyzing customers problems or bugs;
• Proceeding inquiries and suggestions;
• Making sure every customers' problem or need is solved

• Accept customer loan application, and telephone customer loan application analysis and review;
• Carry out verification work and write review recommendations as required by the risk policy;
• To verify the identity of the applicant, to prevent financial fraud, credit customers apply for a full range of credit review of the authenticity of the documents submitted by the applicant to verify;
• Implement the company's loan policy

• Working with the existing training services to find new or existing engineers/customers;
• Researching and recommending new engineers/customers;
• Exploring and negotiating acquisitions of other companies;
• Finding ways to sell more training services to new and existing customers by adjusting current systems and marketing approaches