HR Ops Associate At Pepsico Egypt
The HR Ops Associate will act as first line HR support and will be responsible for receiving and handling employee services requests, transactions, and inquiries to be completed for the respective process based on the agreed service catalog and SLAs under direct supervision of the manager.
Act as a first line support between employees & the HR staff
Log received queries on ticketing system.
Resolve queries quickly and efficiently or direct the employee to the right channel.
Identify recurring problems, report trends to management, and recommend possible solutions or correction procedures
Resolve as many requests as possible on first call resolution, thereby reducing the number of inquiries redirected to next level of support
Prepare weekly & monthly analysis report about Call center activities
Provide an advisory service to employees ensuring that they are fully aware of their entitlements
Deliver services at the defined at the 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
Partner with team to execute plans to improve customer satisfaction with a focus on processes
Manage escalation and takes ownership for ultimate issue resolution
Ensure smooth on-boarding, training, process and support documentation and aids for colleagues as needed
Ensure knowledge management platform is updated
0-1 HR Shared Services process and SLA management experience
Service management and ticket management system experience
Process management and continuous improvement with a focus on optimization and productivity
Very good English language skills