People Services Specialist

Entity: People, Culture & Communications Job Family Group: HR Group Job Description: Key Accountabilities: 1. Employee Lifecycle Administration Coordinate and administer employee lifecycle processes, including onboarding, induction, transfers, organizational changes, benefits enrolment, and offboarding. Prepare, issue, and maintain employment-related documentation, including employment agreements, reference letters, employee letters, and supporting documents for Workday transactions. Maintain accurate employee records in Workday and other approved systems, ensuring required documentation, approvals, and audit trails are complete. Administer employee benefits processes, including employee loans, medical membership registration, Social Security/BPJS, Pension Fund/DPLK, and related employee support activities. Coordinate exit administration, including preparation of exit documents, final employment letters, and related employee communications. Manage physical and digital employee records in accordance with document retention requirements and data privacy standards. 2. Payroll Support Support and provide back-up for local payroll processes, ensuring payroll services are delivered accurately, on time, and in accordance with agreed service levels and Standard Operating Procedures. Provide payroll, tax, statutory, and external audit support by coordinating required documentation, data, and follow-up actions. 3. Case Management and Service Delivery Manage people service requests through Salesforce or other approved case management tools in line with defined service levels. Maintain clear case notes, supporting documentation, and follow-up actions to ensure quality resolution and traceability. Provide employees and line managers with practical guidance on Workday, timesheets, employee data, and People & Culture processes. Prepare reports, maintain data accuracy, and support compliance activities as required. Identify recurring issues, service trends, and improvement opportunities to enhance service quality, process efficiency, and employee experience. Participate in People & Culture and cross-functional HR projects to gain broader exposure, develop capabilities, and contribute to process improvement, service enhancement, and effective project delivery. Essential Experience and Job Requirements: Technical Capability Experience in HR operations, employee services, shared services, payroll support, or HR administration. Working knowledge of employee lifecycle processes, HR transactions, employee documentation, benefits administration, and employee data management. Experience using HR systems and service management tools, preferably Workday, SAP, Salesforce, or similar platforms. Foundational understanding of Indonesian employment, statutory, payroll, benefits, and data privacy requirements. Experience supporting payroll, tax, statutory reporting, or audit activities would be advantageous. Skills and Behaviours Solid customer service attitude with the ability to support employees and line managers professionally and efficiently. Effective communication and relationship management skills, with the ability to explain processes clearly to different audiences. Solid attention to detail, accuracy, confidentiality, and respect for data privacy. Ability to manage multiple priorities, meet deadlines, and follow through on actions with minimal supervision. Analytical and problem-solving capability, including the ability to organise data, identify basic trends, and recommend practical improvements. Digital fluency and confidence using technology to support process efficiency, reporting, and data-driven ways of working. Fluent Bahasa Indonesia and professional English communication skills. Success Measures Timely and accurate completion of employee lifecycle, benefits, payroll support, and case management activities. Compliance with service levels, Standard Operating Procedures, statutory requirements, and audit controls. Quality of case resolution, employee data integrity, and completeness of documentation. Positive employee and manager experience, reflected through feedback and service interactions. Contribution to continuous improvement, simplification, and risk mitigation within People Services processes. Business Capability Demonstrates business judgement and customer focus by understanding how People Services, payroll support, and employee administration enable reliable business operations. Applies a solutions-focused mentality by identifying practical opportunities to simplify processes, improve ways of working, and enhance service delivery. Builds awareness of external practices and regulatory expectations, applying relevant learning to strengthen local People Services delivery. Leadership & EQ Capability Works collaboratively across teams and organisational boundaries, building trusted relationships with employees, line managers, P&C colleagues, and service delivery partners. Demonstrates sound judgement, integrity, profe