Back to Team
Operations, technology & professional journey
Nana Febrina
Operations Excellence & Transformation Leader
Nana connects people, processes, data, and technology to make complex operations work at scale. Her career spans more than 15 years in business building, strategy, and digital platforms, including over seven years in fintech and digital payments.
At BA Medicale, she contributes to IT & Digital Development, bringing that practical operating experience to content publishing, learning modules, and platform governance.
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. Works with Compliance, Risk, Product, Fraud, Legal, Business Development, IT, and regional teams to translate policy and product changes into workable controls.
Selected operational impact
Improvement measured in everyday work.
Workflow redesign, task redistribution, capacity planning, and automation underpin the results documented in her 2026 professional CV.
Her current work includes more than 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 operational stabilization.
- Cross-functional problem solvingLed the resolution of merchant-name synchronization issues affecting payment success, coordinating validation, rollout, and monitoring with Product, BI, Regulatory, and merchant-facing teams.
- Evidence into requirementsTranslated GPS-validation pilot findings into product requirements after identifying gaps that could incorrectly reject merchants.
Technology portfolio
Practical tools built around real operating needs
- KYB SentinelA browser-based merchant-name screening and risk-triage tool supporting individual and bulk review, with explainable findings, reviewer oversight, and audit trails.
- MDR Bulk Adjustment ToolTransforms bulk merchant discount rate requests into backend-ready spreadsheets, reducing repetitive edits and configuration mistakes.
- KYB Shifting & Manpower AllocationModels demand, capacity, shift coverage, and staffing scenarios to make service-level trade-offs visible.
- SPP Funnel Forecast & Manpower ModelConnects merchant-funnel forecasts with workload and headcount requirements across submission, approval, onboarding, and deployment.
- Project Updates / Findings MemoBrings initiatives, findings, status, target dates, and blockers into a single management view.
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 functions with different requirements to agree on workable processes, controls, and delivery responsibilities.
- Human judgment in automationDesigned human-in-the-loop controls for AI-assisted merchant review, including exception handling, fallback logic, and staged rollout.
BA Medicale contribution
The operating foundations behind medical learning
- IT & Digital DevelopmentHelps shape BA Medicale as a medical education platform, connecting digital development with content operations and governance.
- Publishing & discoveryContributes to publishing flows and SEO foundations that support the organization and discovery of educational content.
- Seminar & video modulesSupports the platform's seminar and video systems as part of a coherent learning experience.
- Professional contributionHer role centres on operations and technology supporting physician-led education, not the provision of clinical advice.
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, and executive reporting.
- Technology & deliveryBrowser-based workflow tools, spreadsheet automation, XLSX/CSV transformation, prompt design, AI-assisted operations, user acceptance testing, and rollout governance.
- LanguagesIndonesian: native. English: professional working proficiency. Dutch: elementary.