Hedro Hutabarat

As a Channel Monitoring Officer with over 8 years of experience, I ensure the availability, performance, and reliability of key banking service channels, including ATMs/CRMs, EDC (agents and merchants), BI-Fast, QRIS, card-based transactions, and mobile/internet banking. I also support digital operations by monitoring end-to-end transaction flows, detecting anomalies and service degradation, managing incident escalation, and coordinating with IT and business teams to restore services and minimize customer impact. My responsibilities include 24/7 operational monitoring, leading a 24-person monitoring team, coordinating cross-functionally to resolve incidents quickly, and delivering channel performance insights to support management decision-making and continuous service improvement.

Channel Monitoring Officer April 2017 - Des 2025
PT Bank Tabungan Negara

Key Achievements :
• Ensured >99.5% availability of ATM and CRM networks across nationwide branches.
• Monitored and analyzed daily transactions covering ATM/CRM, EDC (agents and merchants), BIFast,
QRIS, card-based transactions, and mobile/internet banking, supporting millions of
transactions per day.
• Analyzed incident patterns and disruption trends, delivering data-driven recommendations that
lowered recurring issues by ~20%.
• Coordinated with cross-functional teams (IT, operations, business units, and vendors) to resolve
service issues and minimizing customer impact during high-severity incidents.
• Prepared monthly and ad-hoc service performance reports for management, including SLA
achievement, root cause analysis, and corrective action tracking.
• Initiate and support innovation initiatives to enhance operational efficiency, service quality, and
digital customer experience.
• Developed and maintain performance monitoring dashboards for the Channel Monitoring team
using Power BI, Kibana/Elastic, spreadsheet tools and SQL query to support operational reporting
and decision making.
• Provided timely ad-hoc data analysis and reports to support cross-functional stakeholders.
• Designed and optimized alerting rules based on log and transaction trends, increasing early
detection of anomalies by ~25%.
• Reduced average incident response and escalation time by approximately 30% through improved
monitoring workflows and alert prioritization.
• Evaluated SLA compliance of third-party monitoring tools and service providers, contributing to
improved vendor performance scores.
• Process and manage monthly payments to ATM/CRM management vendors based on their
performance evaluation results.
• Supervised and led a 24-person Channel Monitoring team, including shift scheduling, workload
distribution, performance monitoring, and ensuring 24/7 operational coverage.
• Delivered guidance, coaching, and operational oversight to monitoring team members to ensure
compliance with procedures, service standards, and incident handling protocols.

Bachelor Of Science in Mathematics
Universitas Negeri Medan, Medan, Indonesia