Company Description

　　Work with Us. Change the World.

　　At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the world’s most complex challenges and build legacies for future generations.

　　There has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of nearly 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world.

　　We're one global team driven by our common purpose to deliver a better world. Join us.

　　Job Description

　　The role is responsible and accountable for supervising a team within the HR Service Center (Pre-Hire Support), to ensure the team meets or exceeds expectations and defined SLA targets. The role will support the manager and coordinate with stakeholders and team members in executing end-to-end Pre-Hire Support activities by ensuring quality and timeliness of output, adherence to defined service level agreements, and ensuring compliance to relevant standards and procedures. The role is responsible for ensuring effective staff utilization to meet business needs and ensure a high level of service delivery. Responsible for supporting team members as needed, providing coaching and training, ensuring team members are engaged and motivated and fostering a collaborative culture.

　　Responsible for ensuring effective management of team daily volume and cases including bulk transactions to ensure excellent service delivery and that SLAs and productivity targets are achieved

　　Manage team workload and capacity; recommend long or short-term adjustments to staffing model when/if necessary, to effectively support shifts in scope of work and/or volume

　　Responsible for ensuring a good team relationship and dynamics existis and the team are highly motivated. Manage team performance, provide coaching, and identify career development opportunities relevant to the team

　　Develop excellent stakeholder relationships. Ensure escalations are managed effectively and proactively and elevating if/when necessary

　　Ensure effective timely communication to leadership and stakeholders

　　Responsible for ensuring the highest level of customer service is maintained at all times

　　Responsible for ensuring a high-quality, professional, and proactive service is delivered at all times

　　Accountable for ensuring quality standards are met and maintained – ensuring all work is done to a high standard and that appropriate audits are undertaken as required

　　Work with autonomy and apply critical thinking. Make decisions on complex issues and support the team in the resolution of issues

　　Accountable for the accurate and timely resolution of all queries. Analyse complex issues and develop and implement solutions

　　Manage team performance, provide coaching, and identify career development opportunities relevant to the team

　　Accountable for ensuring compliance with service level agreement, process, policies, and procedures

　　Expert understanding of HR systems including Workday and Employee Center including (Self Service, Knowledge base and Case Management)

　　Able to multi task and work on more than one issue simultaneously ensuring the prioritization of urgent requests

　　Develop and maintain an expert understanding of company policies to be able to interpret and explain company policy and not solely have to rely on the verbiage in the FAQ documents to resolve related inquiries

　　Acts as the technical expert for the function and is consulted by key stakeholders on the policies and procedures related to the operations

　　Provide guidance and direction to the team on policies, procedures, and management guidelines, act as the subject matter expert in these areas

　　Responsible for ensuring confidentiality is maintained at all times

　　Accountable for ensuring adherence to audit and regulatory requirements both internal and external (i.e GDPR, AECOM Privacy Policy and SOX) ensuring the Company is compliant and risks are mitigated

　　Lead and participate in audit activities as required

　　Accountable for ensuring the SOP/DTP maintenance process. Ensure all documents are relevant and up to date and meet the needs of the business, ensuring the team work effectively and efficiently and are able to meet performance targets

　　Responsible for Identifying and implementing process improvement initiatives to streamline processes, improve customer experience, and increase productivity

　　Develop internal workflow processes, operating procedures, team schedules, and controls

　　Responsible for ensuring all issues are investigated, root cause established. Develop and implement preventative actions and monitor effectiveness. Complete and communicate Incident Reports with stakeholders to ensure customer satisfaction

　　Provide regular performance and operational progress reports to GBS Leadership to ensure issues are being flagged on a timely manner and ensure gaps are addressed

　　Develop and prepare reports and conduct analysis on resource utilization, performance against SLA targets, quality, and process efficiency

　　Provide and present regular performance and operational progress reports to internal/external stakeholders ensuring issues are flagged, monitored, and resolved in a timely manner

　　Lead and/or participate in governance meetings with internal/external stakeholders to discuss operational results, issues, strategies, and solutions to improve team’s performance

　　Lead assigned projects. Ensure effective communication to all leadership and all stakeholders

　　Participate in planning, designing, testing, and implementation of new systems and/or new system enhancements

　　Participates in reviewing and updating SLAs, identifying quality concerns and resolutions with active engagement and utilization of continuous improvement to establish best practices

　　Leads resourcing activities and actively involved in the full recruitment process for reviewing and assessing the best new talent for the team

　　Qualifications

　　Must be open for Night Shift Schedule to support our Americas Region.

　　Must be open for Hybrid set-up (AECOM'S Freedom to Grow).

　　Bachelor’s degree in Human resources and any business-related course or equivalent relevant courses

　　At least 7 years of experience in outsourcing, shared services, or similar models and has experience in managing a global HR Contact Center team

　　Expert knowledge of processes and procedures related to HR and HR operations.

　　Expert in using HR systems, payroll, or time recording systems such as Oracle, Workday, SAP, PeopleSoft, Service Now, or other similar platforms and tools

　　Advanced proficiency in MS Office

　　Strong Experience creating reporting dashboards and excellent tracking capabilities

　　Strong Experience in handling projects relevant to HR services.

　　Additional Information

　　Ability to effectively communicate and collaborate within a specific group of internal and external customers. (Communication)

　　Ability to maintain good customer relationships with the ability to proactively support customer needs and requirements. (Customer Service)

　　Ability to be thorough and meticulous in completing assigned tasks and identifying errors, duplicates, & discrepancies through defined methods. (Attention to Detail)

　　Ability to identify, assess, and resolve simple to moderate issues by following defined policies and procedures. (Problem Solving)

　　About AECOM

　　AECOM is the world’s trusted infrastructure consulting firm, delivering professional services throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. On projects spanning transportation, buildings, water, new energy and the environment, our public- and private-sector clients trust us to solve their most complex challenges. Our teams are driven by a common purpose to deliver a better world through our unrivaled technical and digital expertise, a culture of equity, diversity and inclusion, and a commitment to environmental, social and governance priorities. AECOM is a Fortune 500 firm and its Professional Services business had revenue of $13.1 billion in fiscal year 2022. See how we are delivering sustainable legacies for generations to come at aecom.com and @AECOM.

　　Freedom to Grow in a World of Opportunity

　　You will have the flexibility you need to do your best work with hybrid work options. Whether you’re working from an AECOM office, remote location or at a client site, you will be working in a dynamic environment where your integrity, entrepreneurial spirit and pioneering mindset are championed.

　　You will help us foster a culture of equity, diversity and inclusion – a safe and respectful workplace, where we invite everyone to bring their whole selves to work using their unique talents, backgrounds and expertise to create transformational outcomes for our clients.

　　AECOM provides a wide array of compensation and benefits programs to meet the diverse needs of our employees and their families. We also provide a robust global well-being program. We’re the world’s trusted global infrastructure firm, and we’re in this together – your growth and success are ours too.

　　Join us, and you’ll get all the benefits of being a part of a global, publicly traded firm – access to industry-leading technology and thinking and transformational work with big impact and work flexibility. As an Equal Opportunity Employer, we believe in each person’s potential, and we’ll help you reach yours.

　　All your information will be kept confidential according to EEO guidelines.

　　ReqID: REF24957T

　　Business Line: Geography OH

　　Business Group: DCS

　　Strategic Business Unit: GBS

　　Career Area: Human Resources

　　Work Location Model: Hybrid