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Work Background
Monash University, IndonesiaCOO and Vice President (Operations and Enterprise)
Aug. 2021- Contribute to strategic planning and take accountability for operational planning and achievement of University goals.
- Designed and implemented Monash Indonesia’s multi-functional operational model from the ground up—covering Marketing & Student Recruitment, Finance, HR, Student Experience, Facilities & Procurement, and External Engagement.
- Managed campus-wide budgeting, forecasting, and financial planning to ensure alignment with revenue targets, expense control, and long-term financial sustainability.
- Championed institutional planning, governance, and strategic reporting, ensuring compliance with both Indonesian regulations and Monash global frameworks
- Oversaw enrolment strategy across 9 master’s programs and PhD tracks.
- Lead, manage and be accountable for Monash Indonesia’s systems, quality assurance standards, and policies and procedures Key achievements : - Built Monash Indonesia’s institutional foundation from zero to full-scale operations - Recruited and enabled a cross-functional team that now supports 600+ students and a growing academic portfolio.
- Streamlined finance and operational processes—achieving high accuracy in forecasting, and optimized allocation of resources.
- Managed annual multi-million-dollar budgets with full accountability for revenue targets and cost containment.
- Successfully positioned the university as a trusted partner to government, industry, and academia—within its first three years
ZeniusChief Operating Officer
Jul. 2020 - Aug. 2021Jakarta, Indonesia- Manage revenue funnel, revenue targets and marketing campaign through all marketing mix and sales touchpoints
- Manage operations excellence at all touchpoints with Zenius stakeholders, including users, parents and teachers
- Manage service and product delivery to achieve frictionless customer experience
AlodokterVP of Operations
Feb. 2019 - Jul. 2020- Manage operations excellence at all touchpoints with Alodokter stakeholders, including users, doctors, brands and hospitals
- Manage development of hospital booking business, through hospital partnerships, growth strategy and product development
- Manage relationship with network of 900+ of hospitals and clinics , and work together to achieve each growth targets
- Ensure growth of hospital bookings by 20% on month to month basis through rigorous growth model and customer experience improvements
- Manage automation process in all hospital booking aspects to improve efficiency for each parties involved
- Drive business and product initiatives to foster the growth
AlodokterHead of Business Development Operations
Nov. 2016 - Feb. 2019Greater Jakarta Area, Indonesia- Manage operations process and team so that the demand from users always match the offer that the doctors can provide, on both web and app platforms
- In collaboration with the medical team, set up efficient canals and recruitment process to source efficiently great doctors
- Manage all client's campaigns delivery through efficient and effective collaborations intra and inter - team
- Manage new business initiatives, and product developments and execution through collaboration with medical department, business development and technology teams
- Manage process development, execution and optimization for Telesales and Telemedicine service
- Provide accurate offer and demand projections
- Involve in product change to improve service quality and user experience
Traveloka.comHead of Customer Operations
May. 2014 - Oct. 2016Greater Jakarta Area, IndonesiaMain responsibilities : o Manage the operational flow for entire customer operations team to ensure excellent customer touch points, experience and satisfaction, while also fulfilling efficiency and business objectives, for all coverage countries of Traveloka, including Thailand, Vietnam, Singapore and Malaysia
o Lead 300+ team members of both front and back end of customer operations, to ensure optimum service excellence o Sync with all departments in the company in developing products and services that solve customer pain points
o Manage capacity building for the customer operations team Main achievements : o Has set the entire organizational related structure and people process for customer operations team, which ensure all team members work in upmost potentials. The team has evolved from practically zero to complex structure with 8 levels of job band, each with defined compensation & benefit structure, competencies, learning and development programs and performance management system
o Has strategically developed effective and scalable process and tools to be used by internal customer operations team
o Has defined, set and achieve standards for customer servicing and service excellence to achieve upmost customer satisfaction. One of the key measurement is achieving 97 % SLA of answered problems and complaints, from previously 60 %.
o Has achieved efficiency, effectiveness and accuracy of entire operations related - transactional activities. Some of the key measurements include: achieved 1 hour case solving for 95 % of the cases, from previously 24 hours and reduced refund cycle time, from previously 90 days to be 30 days
o Has established regionalized customer operations team to support corporate expansion strategies
o Has established strategic communications and collaborations with other team outside customer operations to allign customer's input with product developments
Touchpoint Digital InnovationsVice President of Business Development
Sep. 2013 - May. 2014Greater Jakarta Area, IndonesiaMain responsibilities: o Responsible to drive the overall development and growth of Touchpoint’s business through various marketing and sales initiatives
o Drive partnerships with shopping centers as the main customer of Touchpoint
o Establish mutual relationships with various 3rd parties, including radio, printing media, and online stores o Increase the efficiency of the corporate development team, as well as establish and enhance Touchpoint’s external image and reputation
o Manage entire operational aspects in the company as the interim CEO in charge
PT People Search IndonesiaSenior Executive Consultant
May. 2011 - Aug. 2013JakartaMain achievements: Has executed recruitment activities for various types of positions and clients, national based and oversees, including Oil and Gas Company, Mining, FMCG, Pharmaceutical, Cement Company, IT Company, and Fashion Apparel Company, and successfully result into finding the best fit candidates for each client within the project schedule Main Responsibilities o Handling and developing the whole range of recruitment activities to search and find the most potential candidates to fill any position in clients
o Executing day to day sourcing activities for each project with wide range of resources o Executing competency based interview process with each candidate, created comprehensive report for each interview and selected the best fit candidate for each project
o Actively liase with the candidates after the interview process to successfully guide them to be hired by the clients
o Expanding the network within and across countries
The Nielsen CompanyHuman Resources Executive - Regional Development Program (Focusing on Strategic Human Resource)
Jul. 2010 - Apr. 2011Jakartao Has developed, implemented and created success with The First Nielsen Challenge Competition (www.nielsenchallenge.com), a strategic recruitment program through employer branding and rigorous university relation. The program will be implemented in wider scope for the upcoming year
o Has developed the implementation of the Graduate Acceleration Program and Emerging Leaders Program, an adaptation of Management Trainee by Nielsen Company
o Has been involved in restructuring the recruitment flow and enhance the recruitment productivity, and also involved in the day to day of recruitment activities (including sourcing, testing, and presenting the best candidate for the users)
o Has been actively involved in building relationship with universities to improve the fresh graduate recruitment process
o Has developed the revised job profile and job description across departments
o Has developed HR KPI and performance measurement to enhance the speed and quality of the HR Team
o Has been actively involved in the Nielsen Organizational Development Strategy
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