Machine Learning
FIKRI KAMARUDIN
Head | Operations, Compliance, Customer Success
Summary
Accomplished and innovative leader offering a distinguished, multi-disciplined career in operations management and customer success. Recognized for improving bottom line, amplifying customer experience, and maximizing assets in personnel, facilities, and security for start up company in FinTech and InsurTech industry. In RinggitPlus, saved RM7.5 million of annual cost through application of Lean principles and Kanban method, while generating 30% improvement on NPS and customer retention.
Overview
10
10
years of professional experience
6
6
Years of management experience
Work History
Head of Operations & Compliance
Jirnexu (RinggitPlus)
Kuala Lumpur
01.2021 - 12.2022
- Facilitated development of annual budget and strategic business goals; devising tailored proposals for increased efficiency, and reduced costs while mitigating operational risks
- Cut RM6 million of annual OpEx and CapEx in one year through application of Lean management on assets, process, resource, and supply chain
- Slashed warehouse use from 90% to 30% in 10 months through massive inventory reduction program. Cut spoilage by 60%.
- Championed customer success with 5 managers; enhanced NPS by 30% while reducing customer retention cost by 20% in 2022
- Executed new KYC & Digital Bank/Lending project for the company to bring in RM2 million additional monthly revenue
- Conducted compliance training and exercised risk assessment, AML, cybersecurity, data privacy, and compliance audit with market experts
Head Of Banking & Insurance Operations
Jirnexu (RinggitPlus)
Kuala Lumpur
01.2018 - 12.2020
- Formulated policies and cost-effective strategies for a team of 60 staff across Contact Centre, Customer Service, Campaign Operations, Quality Assurance, Process Support, and Procurement
- Cut yearly OpEx cost by 25% while increasing application approval rate by 12% through application of lean methodologies
- Generated 4x monthly revenue improvement of RM2.5 million since 2019 for cards, loans, and insurance business
- Introduced a supplier Kanban system that slashed inventory costs by 17% in 2020
- Raised customer retention by 15% while cutting down cost per customer by 20% through effective CRM initiatives with Brand, Marketing, and Customer Service
- Saved RM2 million of potential monthly revenue loss to the business in 2020 through development of business continuity plan and operational risk assessment
Head of Campaign Operations
Jirnexu (RinggitPlus, KreditGoGo)
Kuala Lumpur
01.2017 - 12.2017
- Led centralized campaigns team for Malaysia (RinggitPlus) & Indonesia (KreditGoGo) region
- Designed operational procedures, budget plan, Go-to-Market strategies, and customer journey flow; ensuring flawless execution of campaigns, minimizing costs, and maximizing earnings
- Generated RM500k of monthly revenue for Banking and Insurance across 50+ campaigns
- Slashed customer acquisition cost by 30% and service delivery time on complaint resolution and stock delivery by 50% in 2017
- Spearhead customer survey and market research to explore opportunities for product, system, and process improvement
- Supervised fraud case investigation and prevention with guidance from compliance experts
Campaign Manager
Jirnexu (RinggitPlus, KreditGoGo)
Petaling Jaya
05.2015 - 12.2016
- Responsible for digital campaign operation, planning, strategy, performance, and reporting across company’s sub-brands; RinggitPlus, Savemoney, MalayMail, Redberry. KreditGoGo
- Spearhead 25 digital portfolios simultaneously for big clients and contributed RM200k revenue per month to the company
- Additional role; client management, social media handling, email marketing, and data management
MARKETING MANAGER
HANNAH SALLEH KUALA LUMPUR
KUALA LUMPUR
10.2014 - 04.2015
- Created company brand messaging, collateral materials, customer events, promotional strategies, and product commercialization.
- Managed marketing budget and associated P&L to develop and execute marketing strategies, budgets and sales plans for business segments.
- Generated 15% revenue uplift for the business within 3 months through multiple events
- Expanded brand exposure, operations, and retail stores in 2 new locations (Malacca and Ipoh) through partnership
JUNIOR EXECUTIVE - STRATEGIC BUSINESS DEVELOPMENT
MSY ENGINEERING SDN BHD
09.2013 - 09.2014
- Worked alongside the project negotiator and head engineer in designing and executing business relation and negotiation strategies for several projects across Malaysia
- Liaised with clients and beneficiaries to negotiate for successful contract execution.
- Achieved high-profile projects for the company including Tabung Haji Hotel in Kedah and Penang
Education
Bachelor of Commerce - Business Management & Marketing
Curtin University of Technology
Australia 08.2009 - 07.2013
Skills
Lean Management
Additional Information
- Certified Life Planner for Takaful, Conventional Insurance, and Investment-Linked
- 2019 Leadership Award - Role Model Employee
- Runner-up - KDU National Culinary Competition 2014
- Top Achiever - CapStone Business Simulation Competition 2013
Interests
Culinary
Travel
Sports
Carpentry
Coffee
Timeline
Head of Operations & Compliance
Jirnexu (RinggitPlus)
01.2021 - 12.2022
Head Of Banking & Insurance Operations
Jirnexu (RinggitPlus)
01.2018 - 12.2020
Head of Campaign Operations
Jirnexu (RinggitPlus, KreditGoGo)
01.2017 - 12.2017
Campaign Manager
Jirnexu (RinggitPlus, KreditGoGo)
05.2015 - 12.2016
MARKETING MANAGER
HANNAH SALLEH KUALA LUMPUR
10.2014 - 04.2015
JUNIOR EXECUTIVE - STRATEGIC BUSINESS DEVELOPMENT
MSY ENGINEERING SDN BHD
09.2013 - 09.2014
Bachelor of Commerce - Business Management & Marketing
Curtin University of Technology
08.2009 - 07.2013
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