HR Operations & Service Lead

Benefits Administration

• Administer approved medical and life insurance, social security and other employee benefit programs, including eligibility, enrolment, dependent changes and cessation of coverage.
• Oversee benefit claims, reimbursements and complaints; coordinate resolution with insurers, brokers and providers and monitor service quality.
• Reconcile benefit membership, premiums and invoices; support renewals, utilization reviews, employee communication and benefit cost forecasts.

Payroll Management

• Lead end-to-end payroll, including regular salaries, overtime, allowances, incentives, THR, deductions and approved final settlements, against an agreed payroll calendar.
• Validate attendance, leave, overtime, employee movements and payroll changes against authorized records; review calculations and resolve exceptions before processing.
• Oversee payroll tax and social security administration, including PPh 21, BPJS Kesehatan and BPJS Ketenagakerjaan, with Finance, Tax and relevant providers.
• Ensure independent payroll review, documented approvals and reconciliation of payroll registers, payment files, statutory deductions and Finance records; preserve a complete audit trail.
• Coordinate payment processing with Finance and authorized approvers; issue payslips securely, resolve discrepancies and report payroll variances and employee costs.

Actuarial Coordination

• Coordinate employee benefit valuations with the external actuary and Finance, including the timetable, required information and responses to valuation queries.
• Prepare, validate and reconcile employee census data, service dates, remuneration, benefit rules and employee movements against HR, payroll and prior valuation records.
• Review data-related discrepancies and explain employee movements; retain supporting records and facilitate auditor queries. The actuary performs the valuation, while Finance owns accounting treatment, entries and financial disclosures.

Audit and Internal Controls

• Act as the HR Operations focal point for internal and external audits covering payroll, benefits, employee data and personnel administration; provide complete, accurate and timely evidence.
• Maintain documented procedures, control checklists, approval records and segregation of duties; coordinate independent checks with designated reviewers.
• Track findings, action owners and due dates; implement corrective actions within the role’s scope, retain closure evidence and escalate overdue or recurring issues.
• Monitor operational compliance with approved policies and applicable requirements; coordinate changes with the HRGA Head, Finance, Tax, HRBPs, IR and Legal as relevant.

Employee Data and HR Systems

• Own the accuracy and completeness of employee master data in HRIS, payroll systems and personnel records, with authorized changes and traceable supporting documentation.
• Reconcile headcount, employee status, organization details and remuneration data across systems; investigate inconsistencies and maintain reliable reporting inputs.
• Maintain complete and accessible personnel files and document registers. Apply approved access, confidentiality, retention and secure disposal controls to physical and digital records.
• Coordinate with IT and providers on system access, interface issues, data protection and tested system changes; support process digitalization and user adoption.

Personnel Administration

• Manage administration from joining to exit, including employment contracts and amendments, personnel letters, onboarding records, transfers, promotions and other approved changes.
• Monitor probation, contract expiry, retirement and other personnel milestones; alert HRBPs and managers and process approved actions within agreed timelines.
• Oversee attendance, leave balances, absence records and overtime administration; verify approvals and escalate anomalies to the relevant manager and HRBP.
• Coordinate resignation, retirement and separation administration, including approved documentation, clearance, benefit cessation and final settlement inputs. Maintain records supporting disciplinary and employee relations cases in coordination with HRBP, IR and Legal.
• Expanded personnel coverage across the employment lifecycle and clarified coordination with HRBP, IR and Legal.

Employee Services

• Manage employee enquiries and escalations concerning pay, benefits, data and personnel matters, with clear service standards, case tracking and timely communication.
• Resolve operational complaints fairly and confidentially; refer employment disputes, disciplinary decisions and policy exceptions to HRBP, IR, Legal or the HRGA Head as appropriate.
• Monitor service turnaround, recurring issues and employee feedback; improve guidance and coordination with managers and other HR functions.

Leadership and Operational Improvement

• Lead and develop the HR Operations team, assign responsibilities, set service and control standards, and maintain backup coverage for critical activities.
• Monitor HR service providers, contractual deliverables and service costs; recommend improvements and support vendor reviews within approved procurement arrangements.
• Provide regular payroll, benefits, headcount, personnel, audit and service reports to the HRGA Head and management; support budgeting and prioritize process improvements.

Authority

• Verify payroll inputs, benefit transactions and personnel records; return incomplete or unsupported requests for correction and escalate unresolved exceptions.
• Assign team activities and implement approved procedures; authorize transactions only within the documented delegation of authority and budget.
• Obtain authorized approval for remuneration changes, policy exceptions, employment decisions and payment release. Maintain separation between preparation, review and payment authorization