Help Desk Escalation Lead

Overview

The Help Desk Tower Escalation Lead is responsible for managing short term escalations and special requests as part of the Americas CSS Issue Resolution team. The scope of the help desk process includes providing AP customer service to PBNA, FLNA, PCUS, Quaker Foods, Sports and Fitness, Corporate Horizontals divisions. This includes managing urgent vendor claims ensuring resolution on a complete and timely manner by oversight of the BPO provider, who performs the related services, ensuring appropriate performance monitoring and implementation of sustainable service delivery improvements to support Americas CSS.

This position is part of the broader CSS Accounts Payables team that has accountability to ensure all suppliers are paid accurately and timely. The role responsibilities include leading escalations on related to the Help Desk tower, which manages all queries, information requests and claims from North America business internal (e.g., buyers, GP, Sector Finance, Sector Control, functional budget owners) and external (i.e., vendors) all ERPs (S4, SAP ECC, Oracle, and APS) used for Accounts Payables by all PepsiCo U.S. businesses, ensuring responses are provided on a timely basis and with the adequate quality standards. In addition, the Help Desk Escalations Lead is responsible to investigating/performing root cause analysis and driving resolution related short term vendor claims. This role provides subject matter expertise in support of the global harmonization of payable processes and policies across PepsiCo businesses.

The individual will interact with multiple stakeholders and functions within PepsiCo and several external providers with a strong focus on customer service, root cause analysis, issue resolution and process improvement. In addition, this role oversees and monitors, with a high level of ownership, over work executed by BPO provider, including: assessing BPO performance, providing timely feedback to BPO leadership and supporting capability building and education of BPO and PepsiCo business resources.

Responsibilities

Vendor Short Term Escalations:

• Drive Vendor Short Term Escalations performance monitoring through various tools ensuring operational and compliance goals are met. Conducts daily, weekly and periodic operational reviews with BPO provider to track performance.
• Lead and drive investigation and resolution ensuring resolution is completed in an accurate and timely manner within SLA.
• Review aging of transactions demonstrating effective and on-time resolution.
• Perform root cause analysis and identifies unusual trends and recurring issues to proactively address process improvement and/or remediation needs.
• Partner with all North America Supply Chain, Finance and Control functions to drive issue resolution.
• Provides frequent status updates to key stakeholders outlining progress on vendor escalations resolution.

Governance:

• Leads related governance and process.
• Partner with BPO provider to ensure alignment on goals and priorities, timely resolution of issues, and to understand challenges and proactively address them.Provide periodic status updates to GBS Control leadership and relevant stakeholders. Ensure business review meetings with the business partners are effective and consistently performed.
• Develop strong working relationships with business partners and BPO provider to facilitate a partnership for collaboration and to build capability across functions.
• Modify and enhance relevant scorecard metrics to ensure compliance with policies and controls.
• Ensure DTPs are complete, accurate and update done in a timely manner.

Capability and Optimization:

• Analyze data and translate findings to identify opportunities for improvement leveraging data analytics and data mining tools. Support invoice processing and VIM process improvement plans.
• Support with BPO and CSS Process Improvement and Capability Building Tower lead to implement continuous improvement and capability building initiatives, facilitating discussions with business partners to drive upstream change.
• Support change management communications and training for new or modified solutions.
• Support business partners with the implementation of strategic initiatives such new system implementations, test case prep and execution, UAT coordination and implementation support, and data cleansing and conversion.

Compliance and Controls:

• Ensure all processes operate within a well-controlled environment, including compliance with data security and access policies, systems security and access policies, and process controls.
• Ensure execution and verification of key operating and SOX controls, when applicable.<