Main Objective - This role serves as the global owner for the design, governance, and performance of Requisition-to-Pay (R2P) and Accounts Payable (AP) help desk operations. The Global Help Desk Lead ensures consistent intake, triage, resolution, and escalation of R2P and AP issues across all Global Capability Centers, delivering a high-quality, efficient, and compliant end-user support experience aligned with PepsiCo's global service delivery strategy.
- This scope also includes oversight of AP queries processed by third-party outsourcing partners, ensuring alignment to global standards, consistent service delivery, and effective vendor performance management across regions.
Purpose - Serve as the global owner for R2P and AP Help Desk operations, mobilizing the Global R2P Ops & Support CoE strategy into a clear, scalable, and consistently executed support operating model across all Global Capability Centers (GCCs).
- Ensure end-to-end Help Desk services, covering intake, triage, resolution, escalation, knowledge management, and performance management, to deliver a reliable, compliant, and high-quality support experience for end users and suppliers.
- Own centralized, end-to-end transaction monitoring across the R2P lifecycle, providing proactive visibility into aged, stalled, or high-risk transactions and coordinating triage and escalation across PR2GR, AP, Digital Enablement, and regional teams.
- Act as the primary decision authority for Help Desk design choices and standards, balancing global standardization with regional execution needs to provide timely resolution considering complex, urgent, and language dependent requirements.
- Enable effective regional execution by setting clear expectations, escalation paths, and performance measures for regional leads while retaining accountability for global outcomes.
- Drive continuous improvement in service quality, efficiency, and user experience by leveraging data, automation, self-service, and process simplification in partnership with Digital Enablement, IT, and Process Owners.
- Protect PepsiCo from operational, financial, and compliance risk by ensuring Help Desk processes, escalations, and resolutions align with internal controls, audit requirements, and risk management standards.
- Drive alignment and standardization of Help Desk training materials and knowledge assets across regions, ensuring consistent onboarding, capability building, and adherence to global ways of working.
- Ensure customer / stakeholder satisfaction across sectors through consistent KPI tracking, solving main challenges and providing timely resolution to issues
Scope - Global R2P and AP help desk operations across all markets supported globally.
- End-to-end support lifecycle including intake, triage, resolution, escalation, knowledge management, and performance reporting.
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