Mohamad Fierdzal Khadafi
Central Jakarta
Summary
Operations professional with a strong grasp of process optimization, strategic planning, and project management. Known for effective team collaboration and delivering consistent results in dynamic environments. Adept at improving operational efficiency, managing cross-functional teams, and adapting to evolving business needs. Recognized for leadership, problem-solving abilities, and excellent communication skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Product Operations Lead
Koltiva
02.2024 - 02.2025
- 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
Product Operations Officer
Koltiva
07.2022 - 01.2024
- 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
Payment Operations Officer
Xfers
03.2022 - 07.2022
- 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
Product Operations Officer
Xfers
04.2021 - 03.2022
- 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
KYC Analyst (Account Operations)
Xfers
07.2019 - 03.2021
- 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)
Customer Support Specialist
Moka
11.2018 - 06.2019
- 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
Credit Analyst Officer (KYC Analyst)
PinjamanGo
06.2018 - 10.2018
- 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
Business Development Executive
PetroSync Global Pte Ltd
01.2018 - 05.2018
- 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
Education
Bachelor of Arts - BA - English Language and Literature/Letters
Universitas Terbuka
04.2021
High School Diploma - Social
SMA Negeri 31 Jakarta
05.2015
Skills
- Knowledge Management
- Data-Driven Insights
- Operational efficiency
- Employee performance
- Special promotions planning
- Know your customer
- Product knowledge
- Product development
- Customer satisfaction
- Team leadership
- Ticket management
- Database maintenance
Certification
- Introduction to Operations Management - University of Pennsylvania
- Digital Transformation - Product Operations - Udemy
- Become a Product Manager I Learn the Skills & Get the Job - Udemy
- Product Management: Foundation on Mindset and Traits - MySkill
- Security Awareness - Wizer - Free Security Awareness Training
- English for Adults - LB LIA English Course
Languages
English
Advanced
C1
Indonesian
Proficient
C2
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Jira
Microsoft Office
Slack
Teams
Notion
Metabase
Timeline
Product Operations Lead
Koltiva
02.2024 - 02.2025
Product Operations Officer
Koltiva
07.2022 - 01.2024
Payment Operations Officer
Xfers
03.2022 - 07.2022
Product Operations Officer
Xfers
04.2021 - 03.2022
KYC Analyst (Account Operations)
Xfers
07.2019 - 03.2021
Customer Support Specialist
Moka
11.2018 - 06.2019
Credit Analyst Officer (KYC Analyst)
PinjamanGo
06.2018 - 10.2018
Business Development Executive
PetroSync Global Pte Ltd
01.2018 - 05.2018
High School Diploma - Social
SMA Negeri 31 Jakarta
Bachelor of Arts - BA - English Language and Literature/Letters
Universitas Terbuka
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