Job description for Documment Archiving/Controller - Shared Services at PT Aktualisasi Gratia Talenta Indonesia
1. Location : South Jakarta - Jagakarsa (WFO)
2. Working hours : 8 AM to 5 PM
Job Summary
The Archiving Command Center Lead will manage daily operations of the Centralized Shared Services (CSS) archiving system. This role supervises the Archiving Runner, ensures archiving activities follow SOP, monitors SLA performance, handles user issues, coordinates with IT/other departments, and drives continuous improvements to the archiving process.
Key Responsibilities
1. Supervise Daily Archiving Operations
Assign and prioritize tasks for Archiving Runner
Ensure work follows SOP
Conduct performance reviews and provide feedback
2. Monitor SLA & KPI Achievement
Track and report SLA/KPI performance
Identify delays or process bottlenecks
Hold regular SLA review meetings with stakeholders
3. Handle User Complaints & Requests
Manage ticketing system for user issues/requests
Communicate with users and provide updates
Escalate unresolved issues when needed
4. Process Improvement & Team Development
Conduct root cause analysis for recurring issues
Propose and implement improvements/best practices
Provide training and development for Archiving Runner
5. Coordinate with IT & Other Departments
Ensure smooth operation of the e-arsip system and related tools
Coordinate with IT for technical issue resolution
Align archiving shared services with business needs
6. Data Management & Reporting
Maintain accurate archiving operation records
Prepare reports on efficiency and SLA compliance
Ensure compliance with security and regulatory standards
Requirements
- Bachelor’s degree in Business Administration, Information Management, or related field
- Minimum 1–3 years experience in archiving/records management or similar roles
(example: document storage & warehouse, logistics, contact center)
- Experience managing teams and daily operations
- Strong understanding of archiving process, SOP, and SLA management
- Leadership and team supervision skills
- Strong analytical and problem-solving skills
- Experience handling ticketing system and user support
- Strong communication and stakeholder management skills
- Able to collaborate with IT and cross-functional teams
- Experience using ERP systems or electronic archiving tools
- Knowledge of IT collaboration tools and data security practices
