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Operations, technology & professional journey
Nana Febrina
Operations Excellence & Transformation Leader
Nana connects people, processes, data, and technology to make high-volume, regulated operations work at scale. Her career spans more than 15 years in operations, strategy, digital platforms, and business building, including over seven years in fintech and digital payments.
Her work brings together merchant verification and onboarding, financial-crime controls, workforce planning, analytics, and automation. Alongside her IT & Digital Development role at BA Medicale, she builds practical tools through Nana Labs, her independent operations systems portfolio.
Career journey
From building a business to transforming operations.
Entrepreneurship provided a hands-on foundation. National platform operations and digital payments added scale, governance, and cross-functional delivery. Her own business continued alongside several of these roles.
- Apr 2009 - Mar 2022
Founder / Entrepreneur
MOOI Internet Cafe / MOOI Gaming
Built the business from the ground up to more than 50 PCs. Managed financial planning, staffing, vendor negotiations, customer experience, and infrastructure.
Maintained the business through more than a decade of market change before its closure during the COVID-19 period.
- Feb 2012 - Mar 2014
Marketing Staff / Marketing Supervisor
PT Kreon
Led IT support and field-technician coordination for internet-cafe billing operations and game updates. The work connected service reliability with operational risk reporting and day-to-day technical execution.
- Apr 2014 - Feb 2015
Distribution Manager
MP Games
Managed nationwide game-distribution logistics and field coordination. Introduced reporting controls to improve visibility over execution and reduce delays.
- May 2015 - Apr 2019
Scheduling & strategic planning
Garena Indonesia
Held Scheduler, Strategic Planning Associate, and Senior Strategic Planning Associate roles. Coordinated more than 100 field staff and over 50 office team members across Customer Service, IT Support, Scheduling, and Field Sales.
Led growth strategy across Cyberindo Cafe Billing, Ocha POS, League of Legends, and Point Blank. Combined field deployment, community activation, and performance tracking to deliver up to fivefold year-on-year concurrent-user growth. Built forecasting and workforce structures across more than seven cities.
- May 2019 - Jul 2019
Business Development & Production Manager
Yamisok Platform Indonesia
Developed a national growth strategy for a gaming-community platform. Used community feedback and engagement data to inform product priorities, partnerships, and community activation.
- Aug 2019 - Jun 2022
Senior Associate, ShopeePay & ShopeeFood Operations
ShopeePay
Managed more than 50 full-time staff and business-process outsourcing partners across merchant verification, onboarding, and finance operations during rapid expansion.
Supported growth to over one million merchant registrations through stronger process controls, regulatory reporting, documentation, and governance. Standardized workflows and management dashboards for service-level monitoring and audit readiness.
- Jul 2022 - present
Assistant Manager, Merchant KYC & Onboarding Operations
Monee / ShopeePay Indonesia
Owns merchant Know Your Customer / Know Your Business (KYC/KYB) and onboarding operations from submission to activation. Leads two team leads and 23 full-time staff, balancing growth with service levels, quality, compliance, and audit readiness.
Redesigns workflows and capacity across app, partner, and backend channels, including pre-checks, post-checks, activation, and data changes. Works with Compliance, Risk, Product, Fraud, Legal, Business Development, IT, and regional teams to translate policy, risk requirements, and product changes into workable controls.
Selected operational impact
Improvement measured in everyday work.
Workflow redesign, task redistribution, capacity planning, and automation have increased processing capacity and improved the merchant-onboarding experience.
Her current work includes 20+ operational improvement initiatives annually, covering productivity, governance, risk controls, and service design.
Digital payments & delivery
Connecting product changes with operational readiness
- QRIS onboardingContributed to merchant-onboarding improvements with PTEN and the move toward a unified multi-payment setup using one QR code.
- May 2026 integration milestoneSupported the PTEN QRIS API integration, replacing file-based submissions with direct 24/7 processing. The rollout reached 100% of merchant registrations on 12 May 2026, followed by work to stabilize ticketing and activation until the fix was deployed.
- Cross-functional problem solvingLed the resolution of PTEN and MIS merchant-name synchronization issues affecting QRIS payment success. Coordinated bulk data cleanup, test validation, rollout, and monitoring with Product, BI, Regulatory, and merchant-facing teams.
- Operational readinessTranslates policy, risk requirements, and product changes into workflows and controls that teams can apply, supported by user acceptance testing, rollout governance, and incident handling.
Technology portfolio
Practical tools built around real operating needs
- KYB SentinelA browser-based merchant-name screening and risk-triage tool for individual review or batches of up to 15,000 names. Combines lexicon checks, fuzzy matching, text normalization, and pattern rules with reviewer overrides, audit trails, local retraining, and CSV export.
- MDR Bulk Adjustment ToolConverts bulk merchant discount rate requests into backend-ready spreadsheets across payment selections and merchant IDs. Handles new waivers, extensions, and overlapping waivers while preserving row logic, rule IDs, dates, and special processing rules.
- KYB Shifting & Manpower AllocationModels weekday and weekend demand, per-agent capacity, seven-day shift coverage, staffing buffers, and auto-approval scenarios. Makes staffing gaps, carry-over work, and service-level recovery trade-offs visible.
- ShopeePay Funnel Forecast & Manpower ModelConnects historical merchant volumes with forecasts across submission, KYB approval, onboarding, and deployment. Converts forecast workload into headcount requirements and staffing gaps by role.
- Project Updates / Findings MemoAn interactive tracker for regulatory, KYB, product, automation, and ad-hoc initiatives, with search, status filters, summaries, target dates, flow diagrams, and archive and restore controls.
Leadership & management
Clear ownership, informed decisions
- Leading through structureSets priorities, responsibilities, metrics, and decision points so teams can act with clarity rather than depend on task-by-task supervision.
- Workforce leadershipCombines demand forecasting, shift design, productivity targets, and coaching to align people with operational needs.
- Cross-functional alignmentBrings together Compliance, Risk, Product, Fraud, Legal, Business Development, IT, BI, and regional teams to agree on workable processes, controls, and delivery responsibilities.
- Human judgment in automationUses operating data to make trade-offs clear and decide where automation should stop and human judgment should remain.
Independent systems & contributions
From operational problems to usable tools
- Nana LabsBuilt an independent operations systems portfolio focused on process redesign, KPI and decision tools, workflow automation, dashboards, governance, and practical AI-enabled operations.
- Build, validate, improveFollows a repeatable cycle: observe the operational problem, design a solution, build it, validate it, and refine it with operator feedback.
- ORIONBuilt a live MT5 gold-trading assistant using five-minute data and defined EMA-ribbon setups, with Telegram trade alerts, heartbeat messages, health checks, and local settings controls.
- Risk & decision engineeringDesigned ORION safeguards that block orders when accounts do not match and prevent stale cached data from authorizing or sizing trades. Reconciles realized profit and loss from closing deals, accounting for partial closes, costs, and duplicate records.
- BA MedicaleContributes to IT & Digital Development, applying her operations and technology background in support of physician-led medical education.
Education & credentials
Business foundations and payment-sector learning
- International Business & Management StudiesSaxion University of Applied Sciences, 2003-2005.
- AccountingUniversitas Trisakti, 2005-2010.
- Certified Level SPPUR Lead - Payment Transaction ProcessingLPPI. Issued 2024; expiry year 2027.
- Certified Level SPPUR Lead - Non-Bank Fund Transfer ManagementLPPI. Issued 2023; expiry year 2026.
Areas of expertise
Process, analysis, and practical technology
- Operations & risk controlsProcess redesign, SOPs, governance, service levels, quality, KYC/KYB, and anti-money laundering / counter-financing of terrorism controls.
- Analytics & workforce planningKPI design, dashboards, root-cause analysis, funnel analysis, forecasting, capacity planning, headcount modelling, workload allocation, and executive reporting.
- Technology & deliveryBrowser-based workflow tools, spreadsheet automation, XLSX/CSV transformation, prompt design, AI-assisted operations, product-operations requirements, user acceptance testing, rollout governance, exception design, and incident handling.
- LanguagesIndonesian: native. English: professional working proficiency. Dutch: elementary.