People Experience & Operations Senior Associate (Service Center)

• 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.
• Troubleshoot 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.

• HR Shared Services process and SLA management experience
• Process management and continuous improvement with a focus on optimization and productivity
• Very good Egnlish 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

PepsiCo