As the Director of People Ops Service Management, you will lead the team as they focus on developing and deploying the key components of the People Ops Service Management framework – (1) leveraging myPepsico and ServiceNow (myServcies) to simplify engagement, automate key services and reduce manual/transaction work, (2) streamlining service delivery and customer interactions, utilizing consistent service delivery practices and standards, and (3) providing standard performance metrics and establish a global funding model for service delivery through global KPIs and performance scorecard.

Process Design and Governance

• Implementing a strategy for planning and implementing process improvement, operating model optimization, and integration initiatives, including employee experience application;
• Driving the organization’s transformation to an end-to-end process solutions culture to allow greater customer focus and fuel new innovations;
• Establishing ongoing process management and ownership for integrated solutions, building KPIs in the areas of process, cost and people for ongoing governance, and continuous improvements for end-to-end solutions;
• Leading cross-functional teams to assess current processes, identifying disconnects/failures, and developing solutions with a focus on improving customer experience, simplification, and standardization to drive automation.

Continuous Improvement

• Evaluating and prioritizing improvement opportunities through a data-driven governance process;
• Swiftly implementing global continuous improvements solutions, including process improvement and automation, working collaboratively with key stakeholders;
• Facilitating a culture of continuous improvement throughout the function by being a focal point for continuous improvement activities and ultimately recognized as a visible leader in this area.

Service Excellence

• Developing and implementing HR service delivery standards and practices by establishing and managing the HR service catalog, SLAs, customer contact framework, channel strategy, tiered service delivery model, and escalation management process;
• Creating customer experience evaluation and design principles and developing a framework to integrate throughout the service management lifecycle;
• Establishing a self-service strategy and partnering with key stakeholders to drive change management throughout PepsiCo.

Knowledge Management

• Developing and executing a technology-driven Knowledge and Content Management strategy to secure business critical knowledge assets, as well as enhance information sharing , providing a smooth experience with searching, creating and publishing content.

Performance Management

• Defining and incorporating Key Performance Indicators (KPIs) and supporting metrics within a structured and globally consistent performance framework aligned to the our global, cross-functional performance management framework (“True Green”).

• Bachelor’s degree in related field;
• 10+ years of experience in People Shared Services or People Operations, including the creation and implementation of service delivery standards and practices;
• Experience with technology business process engineering/reengineering;
• Technical expertise to have a firm understanding of process improvement techniques, HR case management, knowledge management, chatbots and other service delivery tools;
• Experience leading People Operations, People Shared Services or other HR service delivery teams;
• Ability to lead in a high-matrix organization, leading direct and indirect global team members;
• Subject matter expert for service delivery, continuous improvement tools, Lean, DMAIC, business process mapping, and project management;
• Experience with ServiceNow HR or other HR service delivery technology;
• Strong communication, collaboration, facilitation, and influencing skills with the ability to interface across shared services functional areas and HR at all levels;
• Ability to think analytically – critically evaluate individual processes and projects, then synthesize insights to arrive at a summary of overall organizational status.