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HR Service Center Lead

5 months ago

مصر, Egypt PepsiCo Full time

**Responsibilities**:

- Manage & drive HR Service center team and support in day to day operations to ensure high productivity along with CSAT rate.
- Ensure emplyees’ queries/services are first time right resolved with efficiency& delivered at the defined SLAs/KPIs.
- Develop service procedure, flawless processes & contentious impromevement.
- Identify recurring problems, report trends to management, and recommend possible solutions or correction procedures
- Prepare weekly & monthly analysis report for service center activities, call outs & needed action.
- Work in partnership with the HR SPOCs to develop their areas and approach more employees’ needs & requirements
- Provide an advisory service to employees ensuring that they are fully aware of their entitlements
- 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 team to execute plans to improve customer satisfaction with a focus on processes
- Represent technical, functional and customer perspective when taking decisions: Database requirements, integration of systems, internal clients and the broader shared services organization
- Lead HRA team to ensure data managament processes and transactions (New Hires/Position Changes KSA/Personal Data/Bank Changes/SAP creation KSA/Termination/myHR Reporting/Leave of Absences/Salary Changes) to be completed for the respective process based on the agreed service catalog and SLAs
- Plan for and co-lead myHR enhancement projects in partnership with Global Systems and Platforms team
- Generate myHR transactions monthly scorecard
- Enhance data integrity on MyHR through leading on periodic audits conducted by HRA team and cross-checking against inputs from other systems
- Lead the HRSC team to update myAttendance data monthly including but not limited to sick leave updates, HO WFH monthly upload and any other requested edits to employee attendance
- Generate attendance reports and dashboards
- Act as system administrator for Egypt BU
- Review the Monthly Payroll sheet; review the offline payroll sheet before submitting
- OT calculations, deductions, penalties & unpaid leaves.
- Responsible for myServices weekly dashboard; design and report myServices derlivery metrics/ KPIs, training & operational watch outs for CBS HR Tower
- Manage onboarding agent activities including but not limited to kickstarting the onboaring process, resolving system errors, providing support to Hiring Manager and new hire during the onboarding process and identifying enhancement opportunities.
- Manage escalation and takes ownership for optimal issue resolution
- Ensure smooth on-boarding, training, process and support documentation and aids for colleagues as needed
- Ensure knowledge management platform - process maps & DTPs
- is updated.
- Ensure onboarding and development of team members and adequate staffing as needed to deliver services
- Partner with colleagues to map career plans and talent movement as needed.
- Leading on medical hotline activities & ensure smooth operational process.
- Set medical hotline KPIs & review monthly progress.
- Conduct monthly meeting with medical team to ensure flawless process with other partners to make sure service delivery smoothness & quick respond to our employees.
- Overcome challenges within the medical hotline& keep track /record for risk & mitigation.
- Generate a monthly dashboard & analysis for medical hotline overall performance & activities.
- Build yearly AOP for HR Service Center & adhere to& manage te approved budget.

Qualifications:

- HR Shared Services process and SLA management experience: 4-6 years
- Local labor law knowledge
- Service management and ticket management system experience.
- Customer orientation.
- Process management and continuous improvement with a focus on optimization and productivity
- Technical / Functional Skills & Knowledge of HR Tools and Interfaces
- Very good English language skills
- Ability to deal with escalation & maintain hight CSAT.