PepsiCo

Overview

Job Overview: The position will lead a team responsible for all aspects of employee transactions for 10,000 Egypt, Saudi Arabia and UAE PepsiCo associates across associated and interfaced systems based out of the Cairo Capability Center. Major Responsibilities include: Deliver customer quality and budget targets; ensure high quality and efficient transactions and customer interactions; proactively introduce processes and programs to drive continuous improvement; drive and influence technical improvements to SuccessFactors/IBM and other platforms to drive process improvement and productivity.

The role requires strong system knowledge and technical skills, process subject matter expertise as well as partnership with pan-PepsiCo HR leaders and cross-functional stakeholders to deliver SLA/CSAT based customer service. The leader will maintain a strong level of customer, supplier and vendor relationships in order to enable the successful implementation of corporate programs and delivery and optimization of processes.

Responsibilities

• Ensure all documentation and HR system updates are completed accurately and on time.
• Govern contract generation, job changes, and status changes (e.g., LOAs, rehires, retirements).
• Ensure adherence to local labor laws and internal HR policies.
• Partner with legal/compliance to audit data and transactions.
• Support audits (internal/external) with timely and accurate documentation.
• Ensure maintenance of employee files (digital and physical) in compliance with data retention policies.
• Oversee all related matters with social insurance offices/vendor and ensure that we support different internal stakeholders that require different services from social insurance ensuring business continuity (ex: vehicles licenses)
• Oversee document issuance: employment letters, visa support, bank letters, etc.
• Manage ticket resolution through HR service platforms (ServiceNow, myServices).
• Track and improve service levels (SLAs) and employee satisfaction (CSAT/NPS).
• Collaborate with tech teams to troubleshoot system issues or enhancements.
• Participate in UAT (User Acceptance Testing) and deployment of HR technology updates.
• Maintain up-to-date SOPs and process maps.
• Train team members and ensure business continuity planning is in place.
• Act as point of contact for cross-functional teams.
• Manage external vendors providing HR services (e.g., document courier, background checks, social insurance ).

Qualifications

• Strong expertise especially Employee Central and myservices.
• Proven knowledge of integrated systems like ServiceNow and ticketing/service management tools.
• Minimum of 8 years in HR operations or shared services, preferably within global/matrix organizations.
• Demonstrated success in managing vendors and service providers.
• Strong customer service orientation and process improvement mindset.
• Experience leading teams in high-volume, fast-paced environments.
• Proficient in organization change management and operational agility.