HR Operations Associate Employee Service Center at PepsiCo

Job Description

Responsibilities

• Act as a first line support between employees & the HR staff on all processes/policies/adhoc employee queries.
• Log received queries on myServices – Queries received via multiple services.
• Resolve queries quickly and efficiently or direct the employee to the right channel.
• Identify recurring problems, report trends to management, and recommend possible solutions or correction procedures.
• Resolve as many requests as possible on first call resolution, thereby reducing the number of inquiries redirected to next level of support.
• Prepare weekly & monthly analysis report about Service center activities.
• Provide an advisory service to employees ensuring that they are fully aware of the company policies and employee contractual obligations. 
• Deliver services at the defined SLAs/KPIs and drive operational efficiency and continuous improvement.
• Ensure a consistent and high level of customer service and operational excellence that will ensure transactions are resolved efficiently and in full compliance with relevant legal, company and process requirements.
• Partner with LBS & HR teams to execute plans to improve customer satisfaction with a focus on processes.
• Manage escalation and takes ownership for ultimate issue resolution.
• Ensure smooth on-boarding, training, process and support documentation and aids for colleagues as needed
• Ensure knowledge management platform is updated

Qualifications

• HR Shared Services process and SLA management experience: 2 years
• Service management and ticket management system experience
• Process management and continuous improvement with a focus on optimization and productivity
• Very good Egnlish language skills
• Strong communication skills
• Demonstrated track record of strong service delivery
• Customer orientation
• Ability to work with different geographies and cultural experience sensitivity