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 (SAP EC, SAP MyPnD and Learning, Global KENEXA etc.) 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 Manage all HR related workflows and transactions for SAP/SuccessFactors within strict time, hence ensuring global data quality and accurate HR records Ensure smooth data flow between interfaced systems: EC/KENEXA/myPnD/Learning through daily/weekly audits and take corrective action and process changes as needed Manage vendor managed service: all aspects of quality assurance and budget adherence 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 Proactively develop and execute plans to improve customer satisfaction with a focus on processes Represent technical, functional and customer perspective when taking decisions: Integrate with IT, internal clients and the broader shared services organization Manage escalation and takes ownership for ultimate issue resolution Ensures team staffing model is updated and partners well internally and externally to ensure strong pipeline of available talent Manage and develop of team leaders and broader team: on-boarding, training, process and support documentation and aids to drive optimization and fast-of-the-block assimilation into the team Ensure knowledge management platforms are set up and all supporting technologies meet requirements Drive a quality focused agenda to ensure that data quality and metrics are key deliverables for all reporting and transactions Qualifications 8 years in HR Operations/Shared Services environment Experience in Global environment/Matrix organizations, living and working in several global locations Change management and agility Team management Scope and Scale Must possess strong people management skills and have the ability to perform in an environment of ambiguity and make decisions within short timeframes Demonstrated track record of strong service delivery Technical / Functional Skills & Knowledge of HR Tools and Interfaces Technical Successfactors and process knowledge Knowledge and understanding of tool connectivity for smooth data flow: Employee Central / Service Now Service management and ticket management system Customer orientation Process management and continuous improvement with a focus on optimization and productivity Organization Change Management