Meidy Novita Yap
Singapore
Summary
Dynamic Project Management and Transformation Professional with over 27 years of expertise in Operational Excellence and Continuous Business Process Improvement. Proven track record of spearheading large-scale transformation initiatives within consulting and digital payments, effectively aligning internal departments and external stakeholders to optimize resources and mitigate risks. Committed to fostering a growth mindset and executing disciplined project strategies that enhance business efficiency and drive customer success. Core competencies include Strategic Planning and Implementation, Change Management, Business Process Improvement, Project Management, Analytics, and Customer Experience Management.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Head of Operation Centre of Excellence
M1 Limited
Singapore
08.2023 - Current
- The Operational Excellence Head oversees the achievement of financial and programmatic success in the M1 Digital Office (DO). This position emphasizes attaining financial targets, managing program aims, and executing effective project management for major initiatives, with the following primary responsibilities:
- Financial Oversight: responsible for guaranteeing that the DO's capital expenditures and operational expenditures are precisely planned, projected, and monitored, emphasizing waste reduction and prompt procurement request submissions.
- Program Management: accountable and responsible for managing DO essential initiatives to maintain the stability of the transformation program.
- Started in 2023, the Project Bolt program management aims to review, monitor, and execute Digital Office (DO) projected spending on IT capabilities, optimize spending, and achieve the best shape for the future DO operating model. The program aspires to achieve sustainable technology economics, with 4 tracks working cohesively to drive towards the OPEX saving target in 2024 - 2025.
- Role and responsibility:
- Directed the Bolt Program Management function, achieving 100% of annual targets through rigorous management reporting, CxO-level stakeholder engagement, and precise cost-to-target tracking. Partnered with four track owners to align cross-functional efforts and external stakeholders, streamlining delivery to meet critical savings goals.
- Led the Decommissioning Project track as the primary Bolt key driver, collaborating with the DO Legacy team, business users, and SI partners to sunset ~100 M1 legacy applications. Mitigated critical risks by developing a proactive monitoring dashboard and redesigning project workflows, reducing delays by 25% and significantly lowering SI support costs and Annual Maintenance Fees (AMC).
Head of Process Centre of Excellence
M1 Limited
Singapore
05.2020 - Current
- Directs the Process CoE division in facilitating the company's initiatives to enhance M1 B2C (business-to-consumer) digital skills and transformation across various consumer interaction points. This encompasses all business functions utilizing a contemporary cloud-native technology framework and Agile methodologies and Ways of Working.
- As the key enabler to provide the comprehensive Change Management value chain in M1 B2C in alignment with sprint and release strategies (process, training, communication) across 5+ business units, ensuring 95% adoption rates for new business processes with the AGILE new way of working
- Assume direct responsibility for the Process Readiness transformation in collaboration with the M1 Product Owner, Business User, and collaborate with SI to guide.
- Business and operational process engineering delivery to our stakeholders (i.e. Marketing, CS, Shop, Finance) to facilitate smooth integration of the new digital stack into daily service operations
- Enhancement of processes and documentation (creation of L2-L5 processes) to refine optimized workflows utilizing system functionalities, digitalization, business needs, and change planning
- Establishing the governance mechanics and framework for the purpose of ensuring a unified and centralized implementation of the process readiness track.
- Collaborating with the DO MO (Mission Office) Team as the Change Agent to facilitate the establishment of Agile Ways of Working during the B2C deployment.
Head of Operations
KLIQ Pte Ltd
Singapore
09.2018 - 05.2020
- M1 Remit is a secure global money transfer service offered by Kliq Pte Ltd, a licensed remittance service provider in Singapore and a subsidiary of M1 Ltd.
- Reporting directly to the KLIQ Managing Director, I am responsible for KLIQ's two key roles - Treasury and end-to-end operational functions of M1 Remit service. I oversee the product (M1 Remit) development and delivery process, and support the company's business strategy, compliance, and marketing functions
- End-to-end pre-fund management includes monitoring, reporting, forecasting, purchasing, and liaising with finance on prefund settlement. It involves managing and monitoring the balance of funds and cash positions to ensure that sufficient funds are available to meet ongoing onward remittance transactions
- Additionally, managing and monitoring the end-to-end remittance process and ecosystem (FOREX management, commission, service fee analysis, rate analysis, daily corridors rates setting process) is essential to maintain a positive net effective margin
- Coordinating operational responsibilities include: customer registration and activation, remittance transactions, payment collection, customer complaints, reconciliation, reporting, and support metrics for customer, compliance, and system performance
- Managing regular reports (operations, management, and Regulatory submissions) and data analytics (customer behavior insights)
- Ensure compliance with internal/external controls and established policies and procedures, including Anti-Money Laundering (AML) activity monitoring
- Manage Remit System (M1) development and deployment: end-to-end system development, project management of the back office system, mobile applications, and treasury system
Senior Manager, Customer Experience Management
M1 Limited
Singapore
06.2011 - 08.2018
- Led the department in supporting company efforts to develop and sustain a Customer Experience Management (CEM) infrastructure, with two achievements:
- Improvement of service usage by proactively determining points of failure to address customer issues on the device, network, or location. This will directly benefit by increasing ARPU and reducing potential revenue loss.
- Customer Management by having near real-time information on the customer's most recent experience on the network to better understand our customers' profiles.
- Established effective and high adoption of CEM System and Tools in the entire company aspect with the objective of translating customer-centric initiatives into savings and boosting business performance through proactive customer experience improvement efforts
- Worked with the Operational team across the business and ensure smooth integration of all new initiatives, gaining buy-in through networking and influencing as appropriate, and work alongside departments like Marketing, Enterprise Sales, Customer Service, and Engineering
Head of Customer Outreach
PT. XL Axiata Tbk
Jakarta, Indonesia
11.2009 - 03.2011
- Institutionalizing a culture of service excellence involves building an outside-in perspective. The long-term goal is to enhance customer satisfaction and loyalty, leading to increased positive recommendations and, ultimately, higher quality subs and revenues.
- My department's focus was on three key areas in this company transformation endeavor:
- Developing a service culture through the Internal & External Outreach program.
- Setting up performance management related to this new customer experience transformation.
- End-to-end Service Design involves strategizing and executing improvements in people, processes, and tools to enhance potential customer experiences throughout the entire customer lifecycle. This includes establishing standards through collaborative efforts.
- Our organization aims is to build strong organizational foundation that enable XL to have competitive advantage in customer experience.
Manager - Strategic Business Improvement
PT. EXCELCOMINDO PRATAMA, Tbk
Jakarta, Indonesia
09.2003 - 09.2008
- Provided the business unit with assistance in improvement activities which supported operational excellence
- Successfully adopted the enhanced Telecom Operation Map (eTOM), the international standard for TELCO process operations
- Responsible for leading a broad range of business processes including process-people systems
- Took charge of improvement activities from design, planning through to evaluation requiring collaboration from different departments as well as corporate level implementation
- Contributed to the improvement of the SAP R3 PS/PM/MM/HR/FICO implementation
Consultant, e-Business Division
PT. Magnus Management Consultant
Jakarta, Indonesia
08.2001 - 09.2003
- Provided clients with personalized business models and technology-enabled interactions that fully supported their eCommerce business needs.
- Responsible for managing the complete project lifecycle for all clients
- Established excellent client relationships through ongoing client engagements, thereby enhancing business
- Closely worked and coordinated with clients to identify and define business requirements translate them into specifications for the configuration front-office solutions and corresponding back-office systems for the technical service lines
- Contributed to the design of integrated solutions
Account Manager
PT. Mitra Integrasi Informatika (subsidiary company of PT.Metrodata Electronics, Tbk.)
Jakarta, Indonesia
06.2000 - 08.2001
- As a system integration company, we offer end-to-end solutions consultation and implementation services for software, hardware, and networking, including products from our portfolio. In my role, I have the authority to deliver on projects.:
- Successfully managed large commercial accounts for PT. MII, responsible for the sales process from lead generation to closure and provided recommendations to the Vice President of Sales
- Identifies opportunities for additional business, collects relevant market information for sales and marketing management to formulate future plans and strategies
- Engage and lead all sales channels, including distribution partners, with the appropriate approach strategy development for integrated IT products and services
Quality Assurance/Control Manager and Change Management Assistant Stream Leader
PT. Pama Persada Nusantara (member of United Tractor Group, mining industry)
Jakarta, Indonesia
09.1998 - 05.2000
- Quality Assurance/Control Manager and Change Management Assistant Stream Leader for Business Process Re-engineering on the MIMS/BTP Project, September 1998 – May 2000
- As a Quality Assurance Manager, I ensured the successful implementation of the Business Transformation Project (BTP) by focusing on quality aspects such as and assurance. This involved incorporating change strategies to cultivate user buy-in for MIMS Open Enterprise. This system caters to various capital-intensive industries, offering extensive work and maintenance management, inventory control, and costing functionalities. The integration of Material Management (MM), Operation Maintenance Management (OM), Finance & Accounting (FA), and Human Resource (HR) modules was a key component of the implementation process.
- Review Process Analyst (System & Procedure Department), January 2000 – May 2000
- Map, review, and analyze PAMA business processes and supply chain management Implement ISO 9001 Quality PDCA concept and Six Sigma concept to enhance internal customer awareness. Take win actions and make improvements to develop and support PAMA's Quality Management System (QMS).
Associate Analyst
PT. Astra International
Jakarta, Indonesia
02.1998 - 07.1998
- Project at PT. Century Batteries Indonesia, Ltd. (member of GS Group). Bekasi, March 1998 - July 1998
- My role involves reviewing CBI business processes and providing recommendations to Team Leaders for necessary changes. I am also involved in assisting PT. CBI in obtaining the ISO9001 certificate by mapping, reviewing, and analyzing PT. CBI's supply chain management processes. I implemented win-win actions and improvements to enhance the development of CBI's Quality Management System (QMS001 certificate: map, review, and analyze PT. CBI business process (supply chain management), making some quick win actions and improvements to develop CBI Quality Management System (QMS).
Education
Industrial Engineering
Universitas Katolik Parahyangan
Indonesia01-1997
Skills
- Strategic Planning and Implementation
- Transformation
- Business Process Improvement and Change Management
- Program Management
- Organization and time management
- Problem-solving and Critical thinking
- Teamwork and collaboration
- Flexible and adaptable
Certification
Agile Project Management
Timeline
Head of Operation Centre of Excellence
M1 Limited
08.2023 - Current
Head of Process Centre of Excellence
M1 Limited
05.2020 - Current
Head of Operations
KLIQ Pte Ltd
09.2018 - 05.2020
Senior Manager, Customer Experience Management
M1 Limited
06.2011 - 08.2018
Head of Customer Outreach
PT. XL Axiata Tbk
11.2009 - 03.2011
Manager - Strategic Business Improvement
PT. EXCELCOMINDO PRATAMA, Tbk
09.2003 - 09.2008
Consultant, e-Business Division
PT. Magnus Management Consultant
08.2001 - 09.2003
Account Manager
PT. Mitra Integrasi Informatika (subsidiary company of PT.Metrodata Electronics, Tbk.)
06.2000 - 08.2001
Quality Assurance/Control Manager and Change Management Assistant Stream Leader
PT. Pama Persada Nusantara (member of United Tractor Group, mining industry)
09.1998 - 05.2000
Associate Analyst
PT. Astra International
02.1998 - 07.1998
Industrial Engineering
Universitas Katolik Parahyangan