• Deliver consistent 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.
• Manage escalation and take ownership for ultimate issue resolution.
• Ensure continuous and timely knowledge management platform update.

• Administer and activate end to end PEP people processes (ex: PMP).
• Administer and activate PEP surveys (ex: OHS, PEPL..etc).
• Administer and activate end to end local and global Reward & Recognition programs for FL, Staff & Management.
• Administer and activate local talent development and assessment programs (ex: functional academies).
• Administer employee onboarding surveys in coordination with key stakeholders.
• Administer company’s code of conduct trainings for PepsiCo’s population in assigned markets.
• Manage talent management invoicing process with external providers as per PepsiCo’s policy.
• Engage in Annual Operating Plan (AOP) Budgeting for talent management and payment tracking.

• Develop end to end training plan including target audience classification, location identification, and timeline setting in coordination with key stakeholders.

• Manage training program logistics, arrangements & execution including meeting room bookings, set up, catering..etc in coordination with LBS teams.
• Manage registration process and related reporting.
• Perform attendance data entry & analyze attendance reports.
• Conduct satisfaction survey, analyze & send satisfaction reports to key stakeholders.
• Manage learning provider relationships.
• Activate learning awareness campaigns to the target population per Wave.

Qualifications/Requirements

• HR Shared Services process and SLA management
• Service management and ticket management system experience
• Process management and continuous improvement with a focus on optimization and productivity
• TM & Learning operations experience
• Technical / Functional Skills & Knowledge of HR Tools and Interface
• Very good English language skills