TR Services Analyst
PepsiCo
Kraków, Poland
4 d. temu

Purpose of the role :

The role requires strong process orientation and SLA adherence experience and the ability to partner with global markets as required to complete the transactions based out off-

shore locations to deliver agreed SLA / CSAT based customer service. The role requires strong TR process / policies knowledge and understanding of TR concepts and principles.

Main accountabilities :

  • Delivering TR services / processes in line with agreed scope and defined SLAs / KPIs
  • Identifying and implementing service delivery and process improvement opportunities as per assigned scope
  • Ensuring that services / processes / transactions are resolved efficiently and with high level of customer service and operational excellence
  • Securing that processes are followed in full compliance with relevant legal and company requirements
  • Escalating more complex queries (if needed) to the respective points of contact (in line with the governance strategy / R&R matrix) and taking ownership for ultimate issue resolution
  • Partnering within SSC to execute plans to improve customer satisfaction with a focus on assigned scope / processes
  • Representing technical, functional and customer perspective when taking decisions : database requirements, integration of systems, internal clients and the broader SSC organization
  • Ensuring update of knowledge management platform
  • Supporting colleagues (on-boarding, training, knowledge sharing, backing up), as needed
  • Ensuring accurate and systematic update of process and support documentation
  • For sector wide processes : act as SME for the assigned processes / tools
  • Qualifications / Requirements

  • Min. 5 years in a large scale global HR Operations / Shared Services environment
  • TR experience : 4 years +
  • Strong communication skills
  • Demonstrated track record of strong service delivery
  • Technical / Functional Skills & Knowledge of HR Tools and Interfaces, with a specific focus on Total Rewards
  • Service management and ticket management system experience
  • Customer orientation
  • Process management and continuous improvement with a focus on optimization and productivity
  • Ability to work with different geographies and cultural experience sensitivity
  • Relocation Eligible : Eligible for Standard Relocation

    Job Type : Regular

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