People Experience and Operations Senior Associate

2 days ago

New Cairo, Cairo, Egypt PepsiCo Full time

Overview
People Experience & Operations Sr. Associate (Employee Services) role acts as the first line of support for HR-related queries, ensuring efficient service delivery, process optimization, and compliance across all HR operations.

Responsibilities

  • Serve as the primary contact for HR queries, ensuring timely resolution or appropriate redirection.
  • Log and manage employee inquiries using the ticketing system (e.g., SNOW).
  • Triage tickets to relevant HR teams and monitor resolution timelines.
  • Identify and implement process improvements and automation opportunities.
  • Track and report recurring issues, providing insights and recommendations.
  • Maximize first-call resolution to reduce escalations.
  • Prepare weekly and monthly reports on call center performance and activities.
  • Advise employees on HR policies, entitlements, and procedures.
  • Ensure service delivery meets defined SLAs and KPIs.
  • Support onboarding, training, and documentation for HR team members.
  • Generate and manage attendance reports (e.g., overtime, absences, penalties).
  • Ensure accurate payroll integration for attendance-related transactions.
  • Issue disciplinary letters and maintain documentation.
  • Troubleshot payroll issues for Level 5 employees.
  • Process vendor invoices and monitor payment status.
  • Manage Talent Acquisition applications for Level 3 roles.
  • Handle ID card issuance, replacements, and deactivations.
  • Issue HR letters and conduct exit interviews for Level 3 employees.
  • Analyze exit interview data to support strategic HR decisions.
  • Execute monthly closing amendments accurately and on time.
  • Manage SMS communication tools, including approvals and credit tracking.

Qualifications

  • HR Shared Services process and SLA management experience
  • Process management and continuous improvement with a focus on optimization and productivity
  • Very good English language skills
  • Very good command of MS office and its applications
  • Strong communication skills
  • Demonstrated track record of strong service delivery
  • Stakeholder management and empathy
  • Ability to priorities and identify potential issues prior to escalations

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