People Experience and Operations Senior Associate

2 weeks ago

New 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.
- 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
- 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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