Client Overview:

Our client is a registered multifinance company, operating under its own legal entity. The company is dedicated to delivering financial products and services that simplify access to financial services for the community, enabling them to meet their needs more conveniently, specializing in providing accessible financing solutions for consumer electronics and household goods.

Through its operational arm, a business process outsourcing (BPO) and contact center solutions provider, our client company is known for its dynamic working environment, young workforce, and commitment to operational excellence in customer engagement and financial service delivery.

Job Role:

The HR Generalist – Call Center Operations will be placed under our operational arm Together with our client, they will continue to drive inclusive growth through innovation, efficiency, and human capital empowerment.

The role serves as both a strategic partner and operational support for the client's high-volume call center teams. This role is responsible for managing end-to-end HR functions, including recruitment, talent and employee development, culture and engagement, labor relations, and HR administration. It plays a key role in ensuring HR initiatives align with operational performance targets, workforce engagement, and compliance standards.

Key Responsibilities:

• Administration & Operations Support (30%)
  • Standardize HR processes, policies, and documentation to ensure consistency across all call center functions.
  • Manage HR administrative activities, attendance and payroll coordination, and employee records.
  • Monitor and optimize HR operational budgets while maintaining compliance and service quality.
  • Support internal audits and ensure smooth coordination between HR and other departments.
• Recruitment & Workforce Planning (25%)
  • Lead end-to-end recruitment processes for call center and operational positions, from sourcing to onboarding.
  • Collaborate with department heads to forecast manpower needs and align hiring with business targets.
  • Build a proactive talent pipeline to support high-volume and fast-paced recruitment cycles.
• Talent & Employee Development (20%)
  • Identify training needs and coordinate learning programs to enhance employee competencies.
  • Support performance appraisal processes and succession planning for key operational roles.
  • Maintain and update talent inventories to track career growth and development progress.
• Organizational Culture & Engagement (15%)
  • Design and execute initiatives to strengthen employee engagement, motivation, and retention.
  • Facilitate regular communication and feedback sessions to maintain a positive workplace culture.
  • Support internal events and recognition programs that align with company values and call center dynamics.
• Labor Relations & Compliance (10%)
  • Manage employee relations matters, ensuring fair handling of grievances and disciplinary actions.
  • Ensure compliance with Indonesian labor laws and company policies.
  • Support audits, government reporting, and internal compliance reviews.

Candidate Requirements:

• Education: Bachelor’s degree in Human Resources, Psychology, Business, or related field.
• Experience:
  • Minimum 5 years of progressive HR experience, with at least 3 years supporting large-scale operations (500+ employees) in Financial Services companies.
  • Experience in telecommunication, customer service, collection, or sales-driven environments.
• Language & Culture:
  • Fluency in Mandarin and English is a must.
  • Must be comfortable working in a fast-paced, multicultural startup environment.
• Technical Skills:
  • Proven ability to manage high-volume HR operations.
  • Data-driven mindset with the ability to link HR initiatives to performance results.
• Professional & Personal Attributes:
  • Strong interpersonal, communication, and problem-solving skills.
  • Proactive, organized, collaborative, and capable of managing fast-paced operational challenges with professionalism and integrity.