Senior Associate, HR Delivery Center

PT SC Johnson And Son Indonesia; Jakarta Utara; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading global consumer goods company in Jakarta Utara is seeking an HR Services representative. You will support employees by answering queries, educating them on HR services, and improving HR processes to enhance satisfaction. Candidates should possess a Bachelor’s degree in HR or a related field and have experience in HR functions. This role promises a collaborative environment focused on diversity and inclusion.

Qualifications

• 3-5 years of experience in HR, Shared Service Organizations, or Contact Center/Customer Service.
• 1-2 years of experience managing work of other people.
• Knowledge of HR functions preferred.

Responsibilities

• Respond to administrative questions via phone and chat.
• Educate employees on HR services available.
• Research and resolve employee queries timely.

Skills

HR processes mastery

Problem-solving

Multi-channel communication

Education

Bachelor’s degree in business, HR, or related discipline

Tools

Workday

ServiceNow

Job description

Essential Duties and Responsibilities:

Responds to questions on administrative procedures and practices via multiple channels such as phone, case management system and live chat. Uses systems to document and escalate as needed following the appropriate processes

Educates employees of HR Services available to them and encourages self‑service tools such as the HR Portal and other systems as needed

Researches and resolves all problems/queries in a timely manner. Must be able to work on more than one issue simultaneously and prioritize urgency of requests

Ensures that documentation and employee requests meet the policy for each process

Utilizes multiple online systems to answer questions, complete requests, and ultimately resolve employee and HR needs

Actively contributes to delivering, maintaining, and improving HR services, procedures and processes to increase employee satisfaction, driving performance, and achieving results

Understands and utilizes HR systems including Workday and the Employee Portal including Self Service, Knowledge base and Case Management

Ensures consistent application of HR policies and state, federal, and / or country laws and practices

First point of contact for resolving day‑to‑day operational issues

Mastery of the General HR Processes for at least 3 clusters, including the top complex countries (CN, PH, ID)

Gatekeeping/assigning of cases/tasks to the team - help ensuring proper prioritization and workload distribution

Do daily operations audit and monthly system audit reports – capture data inconsistencies and work towards improving the processes to prevent reoccurrences.

Provides Workday training/overview to new members of the team and key stakeholders

Partner with other team/regions/stakeholders for process and system improvements

Required Skills / Experience / Competencies:

3‑5 years of experience in HR, Shared Service Organizations, Contact Center/Customer Service experience

1‑2 years experience managing work of other people

Bachelor’s degree in business, HR, or related discipline required

Knowledge of HR functions, processes, and operations, including talent, data administration, or compensation / benefits administration preferred

With experience in using Service Center technologies (e.g. ticket management like ServiceNow, knowledge management, telephony / chat, email, document management, etc.)

Inclusion & Diversity

We’re a global business, with people from every culture, ethnicity, race, religion, gender identity, sexual orientation, age and ability. We recognize the breadth of human experience, and we work to celebrate it. It is our goal to build a diverse, inclusive and supportive work environment where all people can thrive.

We’re committed to ongoing efforts that help us attract, hire, and retain diverse talent who want to build a positive, inclusive environment. Read more about our ongoing initiatives at https://jobs.scjohnson.com/inclusion.