Overview:
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:
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.
PepsiCo is an Equal Opportunity Employer: Female / Minority / Disability / Protected Veteran / Sexual Orientation / Gender Identity
If you'd like more information about your EEO rights as an applicant under the law, please download the available EEO is the Law & EEO is the Law Supplement documents. View PepsiCo EEO Policy.
Please view our Pay Transparency Statement
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.
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.
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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.
- Review and coordinate approval of system change requests, ensuring system enhancements meet control requirements.
- Supports financial and operational reporting processes providing relevant information for the reviews.
- Support Operational reporting reviews by providing meaningful and insightful analysis across different Sectors/Divisions, and drives quarterly analyses of the related accounts for divisional balance sheet reviews.
- Support internal, external, federal and state financial audit requests and inquiries.
Relationship management:
- Oversees and monitor with a high level of ownership over work executed by BPO resources. Supports the BPO team providing valuable feedback.
- Establishes specific, measurable, attainable, relevant and time-bound metrics and objectives for the BPO ensuring alignment to CSS and business partners goals.
- Supports capability building and education of PepsiCo, BPO and business resources.
- Ensure BPO organization capacity and capabilities is adequate to run the AP processing and resolution processes.
- Lead capability building initiatives within the vendor escalations process and ensure sustainability of the AP processes.
- Establish specific action plans to improve Organizational Health within the team.
Compensation & Benefits:
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The expected compensation range for this position is between $64,300 - $107,650.
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Location, confirmed job-related skills, experience, and education will be considered in setting actual starting salary. Your recruiter can share more about the specific salary range during the hiring process.
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Paid time off subject to eligibility, including paid parental leave, vacation, sick, and bereavement.
- In addition to salary, PepsiCo offers a comprehensive benefits package to support our employees and their families, subject to elections and eligibility: Medical, Dental, Vision, Disability, Health, and Dependent Care Reimbursement Accounts, Employee Assistance Program (EAP), Insurance (Accident, Group Legal, Life), Defined Contribution Retirement Plan.
- 2-4 years of relevant business experience and practical exposure in some of the following roles: help desk, relationship management, payables management or other related large group processing experience, evaluating business performance, service, management accounting & controls, financial audit experience
- Must have SAP ECC, SAP S/4 Hana, and Oracle AP system experience, with deep proficiency in related invoice processing
- Must have at least two years AP escalation and issue resolution experience
- Possess a solid understanding of business practices, trends, and technologies related to company’s purchasing and payable processes and policies
- Excellent organization skills and ability to prioritize responsibilities
- Strong accounting and analytical skills
- Ability to perform ad hoc analysis that lead to problem solving and business improvement recommendations
- Ability to drive for results in a challenging and dynamic environment
- Critical thinking skills
- CPA and/or MBA is a plus
- Proficiency with the Microsoft Office, specifically, Excel, PowerPoint, Word, and Outlook
- Capable of building collaborative relationships to work effectively with others
- Excellent verbal and written communication skills
- Ability to independently develop the materials and deliver effective presentations to sr. level executives
- Possess subject matter expertise on industry benchmarks, trends, and evolving technologies
Differentiating Competencies Required
- Taking on new and complex challenges with energy and enthusiasm, influencing and motivating others
- Attention to detail, learning agility, curiosity and interest to gain deeper insights that provide value added. Adherence to processes, policies and controls (Control Mindset)
- Demonstrating emotional intelligence and understanding of different and challenging circumstances
- Balancing sense of urgency with the need to deliver quality results, demonstrating perseverance in achieving complex or ambiguous goals.
- Prioritizing, making sound decisions, and taking calculated risks
- Understanding the PepsiCo business and using this information to drive decisions and actions
- Maintaining composure during times of change, supporting and managing change by adapting approaches and mobilizing others
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This role will interact and work closely with a business process outsourcing partner that is primarily located in Chennai, India with a few team members in North Carolina. All members of the GBS Control team, which will include this new role, must
- Possess a high level of ownership over work that is not directly within one’s control
- Be able to collaboratively influence others to achieve common goals
- Possess a high degree of resiliency and determination
- Be able to effectively use governance and follow-up processes
- Experience designing, implementing, integrating and sustaining effective business processes and operating controls
- Outstanding problem structure and problem-solving skills
- Commitment to excellence in customer service
Our Company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Fair Credit Reporting Act, and all other applicable laws, including but not limited to, San Francisco Police Code Sections 4901-4919, commonly referred to as the San Francisco Fair Chance Ordinance; and Chapter XVII, Article 9 of the Los Angeles Municipal Code, commonly referred to as the Fair Chance Initiative for Hiring Ordinance.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.
PepsiCo is an Equal Opportunity Employer: Female / Minority / Disability / Protected Veteran / Sexual Orientation / Gender Identity
If you'd like more information about your EEO rights as an applicant under the law, please download the available EEO is the Law & EEO is the Law Supplement documents. View PepsiCo EEO Policy.
Please view our Pay Transparency Statement
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