Melissa Isfauzia: a leadership journey balancing strategy and relationships

How did you get started in your career?

I’ve always been a city girl, and growing up, I loved science. My family encouraged me to pursue medicine, but my heart was elsewhere. In high school, I discovered a passion for radio, becoming a school ambassador for MTV of Sky, which was the radio division of MTV Indonesia. Radio gave me my first taste of working with people and telling stories, which I really enjoyed.

When it came time for university, I was torn between broadcasting, advertising, or engineering. Eventually, I decided to study computer engineering and spread my wings outside of my home country at the same time. I earned a Bachelor's in Computer Science with Honors in Software Development from Universiti Teknikal Malaysia Melaka. I worked as a programmer for a while, but I missed interacting with people, and felt I had more to offer others than just creating technological solutions. That’s when I started looking for something different—and that's how I found OpenWay.

How did your role at OpenWay evolve over the years?

I started at OpenWay as an Implementation Consultant, where I coordinated project deliveries and met with clients. However, I wanted more interaction, more travel, and greater opportunities to communicate. I thought back to my time as a radio presenter, and I realized I wanted to bring that storytelling element to my work at OpenWay, especially by presenting Way4 to audiences.

I approached our Head of Delivery, expressing my interest in a more customer-facing role. In 2014, OpenWay Asia had a Customer Support Team based in Vietnam, but none in Indonesia. At that time, our Indonesian clients—BRI, Finnet, Bank Muamalat, OCBC NISP, and Asbanda—were well-established, large-scale customers who valued their relationship with us but needed support in the local language. Indonesian clients preferred direct interaction, like phone calls, over email for their requests, especially as they were customizing Way4 to meet Indonesia-specific requirements set by the Central Bank, which were frequently updated.

It was evident that an Indonesia-specific, locally-based support team would not only enhance our service but also allow us to better align updates with the Indonesian Central Bank's evolving requirements. I developed a detailed plan, designed processes, and within a few months received the go-ahead to build a Customer Support Team in Indonesia. My experience in creating something from scratch proved invaluable when I later transitioned to the Business Development Team.

Initially, I focused on managing existing customers in Indonesia, then expanded to the Philippines and Bangladesh, where the Central Bank itself is one of our clients. As I took on new roles, I developed relationships with financial organizations across various countries, ultimately covering Indonesia, the Philippines, Bangladesh, and Singapore.

What makes business development so rewarding for you?

One of the most fulfilling aspects of my role is building and nurturing client relationships. In business development, I work on expanding our client base while strengthening our ongoing partnerships. In Indonesia alone, I manage relationships with over seven major banks and continue to explore opportunities with more than a hundred other banks across the country, as well as new clients in Bangladesh, the Philippines, and Singapore.

The sales cycle can be lengthy, sometimes taking a year or more, but I view it as a chance to deepen our mutual growth and expertise while helping our clients grow in the industry. Covering financial institutions across different countries has exposed me to diverse business cultures. Singapore is closest to my own culture, but each region has its own unique challenges. I enjoy meeting professionals who play a key role in business and technology, understanding their different needs, and adapting to different local contexts. It’s something I take pride in, fostering mutual understanding and creating tailored solutions that help our clients thrive.

Have you faced any challenges as a woman in this field?

As a younger-looking Asian woman, I often feel the need to prove my capabilities. For instance, I once took over a client from a much older, American male colleague, and it took about a month to earn the company’s trust. Fortunately, my technical background and experience in delivery have always given me an edge. Competence speaks for itself, and it helps me demonstrate that I can handle both the technical and business sides of a project. My colleagues at OpenWay are incredibly supportive, and I strive to reflect that respect back to them.

Can you tell us about your mentor, Rudy, and how he’s influenced your approach?

Rudy has been a great mentor, especially when I transitioned from a technical to a business development role. When I started, I tried to do everything on my own, but I quickly learned that I didn’t have to. Rudy always guides me without imposing his way of doing things. One thing he taught me was to “take off my delivery hat” and think like a salesperson. My technical knowledge sometimes made it harder to simplify things for potential clients. But once I learned to anticipate their questions and present the system in a way that resonates with them, everything clicked.

How do you relax outside of work?

I’m married with two kids, a 10-year-old daughter and a 9-year-old son, and they keep me on my toes! We share the same hobbies—tennis and camping. We play tennis together at least once a week, and we love camping in the mountains around Bogor. After attending so many fancy dinners and events with clients, I enjoy cooking simple, traditional meals for my family. Being out in nature with them is where I truly unwind.

What does OpenWay do to foster team spirit?

We have regular team-building activities, like outings and sports events, where our family members get to participate as well. Our Indonesia office loves sports and we have a badminton group, although I prefer to stick to tennis (laughs). One memorable outing was when we traveled to a remote village near Yogyakarta to help renovate a school. It was a meaningful experience—combining fun with giving back.

Thank you, Melissa, for telling your story!