Eva Mardiana

HR Generalist with experience in end-to-end human resources operations and a strong foundation in employment law compliance and legal administration. Experienced in supporting business operations across logistics, outsourcing, fintech, and startup industries by delivering efficient HR processes, ensuring regulatory compliance, and fostering positive employee relations. Committed to continuous improvement, professionalism, and integrity in every aspect of human resources management.

Human Resources Generalist at PT Bichain Science Technology Indonesia (2026-05 – Present)

A China-based logistics company under Baicang Technology (Bi-Chain), providing warehousing, e-commerce fulfillment, transportation, distribution, Warehouse Management System (WMS), and logistics solutions for domestic and cross-border businesses. (Contract Employee)

• Planned manpower requirements and managed end-to-end recruitment processes aligned with business needs.
• Managed employee onboarding and offboarding processes, including orientation, documentation, and exit clearance.
• Managed HR administration for over 300 employees, including 50+ internal employees and 250+ outsourced employees, including HRIS, attendance, leave, employee database, and personnel records.
• Prepared, reviewed, and updated employment agreements (PKWT/PKWTT), cooperation agreements (PKS), and contract addendums.
• Processed monthly payroll and managed BPJS Kesehatan and BPJS Ketenagakerjaan administration.
• Managed employee benefits administration, including health insurance claims and employee welfare programs.
• Handled employee relations, disciplinary cases, labor issues, and coordinated with outsourcing vendors regarding outsourced employee administration, benefits, performance issues, and disciplinary matters.
• Managed HR compliance and statutory reporting requirements, including OSS-RBA licensing, LKPM reporting, mandatory WLKP reporting, and expatriate (TKA) work permit administration.
• Developed and implemented HR policies and Standard Operating Procedures (SOPs).
• Identified training needs and coordinated employee development programs.
• Prepared HR reports and workforce analysis to support management decision-making.
• Provided administrative and operational support to Chinese expatriate management, including coordinating daily operational needs and facilitating communication with drivers and local employees.
• Coordinated HRGA operations, including office facilities, inventory, petty cash, transportation, and accommodation management.

Human Resources & Legal at PT Romaju Persona Unggul (2025-02 – 2026-05)

A manpower outsourcing and HR development company supporting workforce solutions for private and government institutions. (Contract Employee)

• Conducted manpower planning and managed end-to-end recruitment processes in line with business needs.
• Managed HR administration, including attendance, leave, onboarding, offboarding, HRIS, and employee records and database management.
• Processed monthly payroll for more than 500 employees and administered BPJS Kesehatan and BPJS Ketenagakerjaan.
• Prepared, reviewed, and updated employment agreements (PKWT/PKWTT), client service agreements (PKS), and contract addendums.
• Handled employee relations, disciplinary actions, and labor-related issues in compliance with applicable employment laws and regulations.
• Handled workplace accident cases, including incident reporting, documentation, BPJS Ketenagakerjaan claims, and coordination with hospitals and relevant parties.
• Managed company legal documentation, business licensing through the OSS-RBA system, LKPM reporting, and mandatory WLKP reporting to the Ministry of Manpower.
• Developed and implemented HR policies and Standard Operating Procedures (SOPs).
• Identified training needs and coordinated employee development programs.
• Prepared HR and legal reports for management to support management decision-making.
• Coordinated with third parties as required, including legal counsel, law enforcement, and the Ministry of Manpower.
• Coordinated office operations and general administration, including facilities management, vendor coordination, inventory control, petty cash administration, transportation, and accommodation arrangements.

Human Resources Operations at PT Arina Multikarya (2024-10 – 2025-02)

A professional manpower outsourcing company that supports clients’ business operations, particularly in Sales and Marketing functions, with 22 branches across Indonesia and managing a total workforce of 17,500 employees. (Contract Employee)

• Managed end-to-end recruitment processes in collaboration with hiring managers to fulfill manpower requirements.
• Conducted candidate sourcing and screening, and coordinated interview and evaluation processes.
• Prepared employment offers and administered employee contract documentation.
• Maintained HR documentation and employee database records.
• Conducted field monitoring to ensure compliance with SOPs and client operational standards.
• Coordinated with clients regarding manpower needs and operational issue resolution.
• Assisted in investigating employee disciplinary cases and policy violations in accordance with company procedures.
• Prepared operational reports and supported general office administration.
• Handled general affairs functions including office procurement, asset management, and facility maintenance.
• Managed company operational support including vendor coordination and office needs.
• Administered company vehicle documentation, including STNK renewal.

Recruitment Officer at PT Mukti Caraka Solusindo (2024-08 – 2024-10)

A service company focused on workforce management and business partnership support across Indonesia. (Partner-based Worker)

• Managed end-to-end recruitment processes in collaboration with hiring managers.
• Published job vacancies and conducted candidate sourcing, screening, and interview coordination through the interview and assessment process.
• Prepared and coordinated job offers, including salary and benefits negotiation.
• Conducted onboarding and employee induction for new hires.
• Supported probation evaluation processes and performance follow-up.
• Assisted in other HR functions, including employee development and performance management.

Customer Service Team Leader at PT Finansia Aira Teknologi (2023-08 – 2024-08)

A financial technology company operating a peer-to-peer (P2P) lending platform that facilitates digital loan transactions between borrowers and investors. (Permanent Employee)

• Led and supervised Customer Service team operations to achieve service targets and maintain quality standards.
• Monitored team performance in handling customer cases and provided coaching based on KPI and SLA metrics.
• Managed complex and high-risk case escalations in accordance with company policies and regulatory requirements.
• Acted as PIC for complaint management and regulatory reporting through OJK and AFPI portals.
• Ensured SOP implementation and compliance with regulatory standards.
• Coordinated with Risk, Collection, Legal, and IT teams to resolve customer issues effectively.
• Analyzed complaint trends and provided service improvement recommendations to management.

Employer Acquisition at PT Pintarnya Solusi Teknologi (2022-10 – 2023-08)

A digital job portal platform that connects job seekers and employers through a technology-based recruitment system. (Contract Employee)

• Conducted employer sourcing and acquisition through various channels to support platform growth targets.
• Managed and followed up on employer prospects to ensure conversion and active partnerships.
• Verified and validated company data and job postings prior to publication.
• Published job listings in accordance with platform guidelines.
• Provided guidance and support to employers in managing their accounts and platform features.
• Built and maintained employer relationships to enhance engagement and retention.
• Prepared acquisition and activity reports using the CRM system.

Customer Service at PT Kredit Plus Teknologi (2021-09 – 2022-08)

A peer-to-peer (P2P) lending platform connecting borrowers and investors to deliver efficient and accessible digital financing solutions. (Contract Employee)

• Handled customer inquiries and complaints through phone, email, WhatsApp, social media, and ticketing system (Zendesk).
• Provided product information and guidance related to loan application and transaction processes.
• Managed customer tickets in accordance with established SLA standards.
• Identified and escalated complex cases to relevant teams in line with company procedures.
• Maintained accurate customer records and updated CRM system data.
• Classified and reported recurring issues to support service improvement initiatives.
• Ensured customer communication and case handling complied with OJK regulations and internal policies.
• Coordinated with internal teams to ensure effective case resolution.

Senior Credit Analyst at PT Alfa Fintech Indonesia (2017-11 – 2021-09)

A peer-to-peer (P2P) lending company providing digital financing services by connecting borrowers and investors through a secure and transparent platform. (Permanent Employee)

• Conducted credit feasibility analysis based on application documents, financial data, and customer payment history.
• Performed customer verification including employment and emergency contact confirmation.
• Assessed financial and credit risk to minimize potential losses.
• Evaluated and approved or rejected credit applications within authorization limits.
• Identified potential fraud indicators through document and data pattern analysis.
• Prepared credit analysis summaries in accordance with company policies and SOPs.
• Coordinated cross-functionally to support credit approval processes and maintain data quality control.
• Prepared credit analysis and performance evaluation reports for management.

Customer Retention at PT Sun Life Financial Indonesia (2015-09 – 2017-08)

Sun Life Financial Indonesia is a financial services company providing insurance and investment solutions, including life protection, health coverage, and financial planning services to support customers’ long-term financial goals. (Contract Employee)

• Conducted customer follow-ups to improve retention and strengthen customer loyalty.
• Identified potential policy cancellation risks (churn) and implemented preventive retention strategies.
• Achieved customer retention targets in line with assigned KPIs.
• Identified cross-selling opportunities based on customer needs.
• Handled customer inquiries and concerns to maintain service satisfaction.
• Coordinated with internal teams to ensure effective resolution of customer issues.
• Ensured customer communication complied with company policies and regulatory standards.

Bachelor of Law in Economic and Business Law – Universitas Al Azhar Indonesia (2024-08)