Senior Associate - HR Operations Front Office [Thai or Bahasa Indonesia]

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Senior Associate - HR Operations Front Office [Thai or Bahasa Indonesia]

Provides high-quality first-line HR support to employees, people leaders, People Partners, and HR colleagues, with dedicated language capability for Thailand or Indonesia. Owns the initial analysis and resolution of inquiries within Front Office scope, ensures complete and well-documented handoffs, and guides users through approved self-service, Workday, AskHR, and knowledge resources to support consistent employee experience.

YOUR ROLES AND RESPONSIBILITIES

Primary Tasks

- Receive and manage HR inquiries through approved channels, providing timely, accurate, and user-focused support in English and the assigned Thai or Bahasa Indonesia language.
- Perform structured first-level analysis by clarifying the request, identifying the user persona and business need, reviewing available information, and obtaining missing details or supporting documents.
- Resolve inquiries within Front Office scope using approved Knowledge Articles, desktop procedures, HR Blueprint content, country guidance, and other authorized sources.
- Guide employees, people leaders, People Partners, and HR colleagues through relevant Workday navigation, employee or manager self-service, AskHR, SARA, and approved support journeys.
- Explain HR process information in clear, plain, and contextually appropriate language, adapting communication for Thailand or Indonesia and avoiding unsupported interpretation of policy or process.
- Own assigned cases from receipt through resolution or successful handoff, monitor progress against applicable service expectations, and keep the requester informed of next steps or dependencies.
- Document the analysis performed, guidance provided, actions taken, and the rationale and required action for any escalation or reassignment in the case work notes.
- Ensure cases transferred to specialist HR Operations, country HR, People Partners, or technical support are complete, correctly categorized, routed to the appropriate owner, and supported by actionable context.
- Distinguish process or knowledge questions from data-maintenance requests, reporting requests, access issues, and technical defects, and use the approved path for each type of need.
- Protect employee confidentiality and comply with data privacy, information security, access, and case-handling controls throughout the inquiry lifecycle.
- Support end-to-end employee journeys by understanding key process handoffs, ownership transitions, upstream or downstream dependencies, and where Front Office provides support, awareness, or guidance.
- Use approved digital and AI-enabled tools responsibly to improve research, case summaries, consistency, and efficiency while validating outputs against authorized HR sources and applying human judgment.

Secondary Tasks

- Identify recurring questions, routing issues, content gaps, and user pain points and recommend updates to Knowledge Articles, routing guidance, templates, or Front Office documentation.
- Contribute to Knowledge Article and handbook maintenance, ensuring guidance remains current, searchable, and aligned with approved processes.
- Participate in quality reviews, root-cause discussions, testing, hypercare, process walkthroughs, train-the-trainer sessions, and operational readiness activities.
- Support continuous improvement by reviewing case trends, reassignment patterns, repeat contacts, customer feedback, and opportunities for self-service or automation.
- Share country and language insights that improve scripts, communications, knowledge content, and service design for Thailand or Indonesia.
- Provide peer support and practical guidance to colleagues on recurring cases, approved resources, and effective case documentation.

Guidance & Problem Solving

- Guidance Required: Moderate. Works independently on established inquiry types and uses approved guidance and documented procedures. Seeks support for ambiguous, sensitive, policy-dependent, cross-process, or high-impact cases.
- Level of Problem Solving: Moderate. Analyzes the request and available evidence, probes for missing context, identifies the correct guidance or owner, and resolves or routes cases using judgment within defined Front Office authority.

Workday Knowledge & Experience

- Required: Working knowledge and hands-on experience with relevant Workday and HR service-delivery areas, including:
- Workday navigation and employee or manager self-service guidance
- Workday HCM Core worker profile, personal information, organizational, and basic staffing concepts relevant to inquiry support
- High-level awareness of end-to-end HR journeys, role ownership, business-process status, handoffs, and downstream impacts
- AskHR or ServiceNow case management, including intake, categorization, work notes, reassignment, escalation, and closure
- Knowledge Articles, HR Blueprint, desktop procedures, country guidance, and approved troubleshooting resources
- Basic understanding of access and authorization boundaries, data privacy, and when an issue should be directed to HR, a specialist team, or IT

WHO YOU ARE

- Education/Experience: Bachelor's degree in Human Resources, Business, Communications, or a related discipline, or equivalent relevant experience. Prior experience in HR Operations, shared services, customer service, employee support, or case management is preferred.
- Language Requirement: Professional proficiency in English and professional working proficiency in either Thai or Bahasa Indonesia, including the ability to explain HR information clearly and adapt communication to the local context.
- System Competency: Working proficiency in Workday navigation and approved HR service-delivery and knowledge tools aligned to the role scope.
- Core Competencies: Customer orientation; inquiry analysis; clear written and verbal communication; language and cultural fluency; case ownership; documentation; stakeholder collaboration; judgment; attention to detail; digital fluency; continuous learning; data privacy awareness; and responsible use of approved AI tools.

Ways of Working

- Takes end-to-end ownership of the inquiry rather than treating dispatch or reassignment as completion.
- Probes unclear requests, validates context, and uses authorized sources before providing guidance.
- Communicates with empathy, clarity, cultural awareness, and appropriate language support.
- Creates complete, actionable handoffs that reduce back-and-forth and protect the employee experience.
- Collaborates across countries, delivery centers, Front Office, and specialist teams as one Global HR Operations organization.
- Uses data, customer feedback, and case trends to improve knowledge, routing, self-service, and service quality.
- Adapts to process, technology, and operating-model changes while continuously building end-to-end HR knowledge.
    YOUR APPLICATION  
Local regulations and legal requirements vary per country of hire and will be discussed with considered candidates individually based on their potential of hire.
      Bayer welcomes applications from all individuals, regardless of race, national origin, gender, age, physical characteristics, social origin, disability, union membership, religion, family status, pregnancy, sexual orientation, gender identity, gender expression or any unlawful criterion under applicable law. We are committed to treating all applicants fairly and avoiding discrimination.       Bayer is committed to providing barrier-free access and support-facilities for individuals with disabilities - during the application process and beyond. Applicants with disabilities are encouraged to request any support / equipment they may need via the contact information below.           Location: Philippines : National Capital : Taguig      Division: Enabling Functions     Reference Code: 892551