Job Information
AECOM Employee Services Specialist in Taguig City, Philippines
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 over 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
This role is primarily responsible to provide support to HR Contact Center services and process to ensure accurate processing of basic employee requests tickets, calls, and chat in compliance with internal and external regulations, service level agreements, processes, and procedures.
Responsibilities & Duties
Assist in providing general guidance and walkthrough for queries relevant to the HR systems.
Maintain good relationships with all key stakeholders, ensure communication is effective and informative
Escalate and analyze identified issues and concerns to the Team Lead for timely resolution.
Administer basic support to the inquiries raised via employee center.
Assess identified issues and collate documentation to assist in investigating and in resolving common and recurring issues.
Coordinate end to end employee lifecycle activities as required, ensuring employees receive appropriate resolution in a timely manner and all necessary follow up is carried out in line with legislation and AECOM policy
Develop and maintain a strong 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, e.g., AECOM Leave Accrual policy
Understands and utilizes all HR systems including Workday and Employee Center including (Self Service, Knowledge base and Case Management)
Able to multitask and work on more than one issue simultaneously ensuring the prioritization of urgency of requests
Maintain the SOP/DTP of current processes and incorporate documentation updates as required.
Assist in providing input into the creation and delivery of performance reporting to business stakeholders
Coordinate in the continuous improvement initiatives by participating on CI project team to optimize processes
Support selected simple process improvement initiatives to streamline processes.
Administer HR contact center services by resolving simple transactions through calls, chats through the company’s ticketing system.
Perform simple but varied tasks in compliance with service level agreement, process, policies, and procedures.
Assist in the data gathering for incident reports to enable effective issue investigation and continuous improvement
Responsible for ensuring confidentiality is maintained at all times
Perform ad hoc tasks as requested or assigned
Qualifications
Qualifications & Requirements
Minimum Requirements
Bachelor’s degree in Business/ Administration / Human Resources
3 years of relevant professional experience in Human Resources Services in a Shared Services/BPO Industry
Intermediate proficiency in MS Office tools
Working knowledge and understanding of HR Operations standards and procedures.
Experience using HR Systems - Oracle, Workday, ServiceNow or other similar platforms and tools is preferred
Attributes
Ability to be thorough and meticulous in completing assigned tasks and identifying errors, duplicates, & discrepancies through defined methods. (Attention to Detail)
Ability to maintain good customer relationships with the ability to proactively support customer needs and requirements. (Customer Service)
Ability to effectively communicate and collaborate within a specific group of internal and external customers. (Communication)
Ability to identify, assess, and resolve simple to moderate issues by following defined policies and procedures. (Problem Solving)
Working Environment and Physical Demands:
Ability to work in shifting schedule operating hours
Amenable to work in a hybrid working arrangement/set-up
Additional Information
About AECOM
AECOM is proud to offer comprehensive benefits to meet the diverse needs of our employees. Depending on your employment status, AECOM benefits may include medical, dental, vision, life, AD&D, disability benefits, paid time off, leaves of absences, voluntary benefits, perks, flexible work options, well-being resources, employee assistance program, business travel insurance, service recognition awards, retirement savings plan, and employee stock purchase plan.
AECOM is the global infrastructure leader, committed to delivering a better world. As a trusted professional services firm powered by deep technical abilities, we solve our clients’ complex challenges in water, environment, energy, transportation and buildings. Our teams partner with public- and private-sector clients to create innovative, sustainable and resilient solutions throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. AECOM is a Fortune 500 firm that had revenue of $16.1 billion in fiscal year 2024. Learn more at aecom.com.
What makes AECOM a great place to work
You will be part of a global team that champions your growth and career ambitions. Work on groundbreaking projects - both in your local community and on a global scale - that are transforming our industry and shaping the future. With cutting-edge technology and a network of experts, you’ll have the resources to make a real impact. Our award-winning training and development programs are designed to expand your technical expertise and leadership skills, helping you build the career you’ve always envisioned. Here, you’ll find a welcoming workplace built on respect, collaboration and community - where you have the freedom to grow in a world of opportunity.
As an Equal Opportunity Employer, we believe in your potential and are here to help you achieve it. All your information will be kept confidential according to EEO guidelines.
ReqID: J10126584
Business Line: Geography OH
Business Group: DCS
Strategic Business Unit: GBS
Career Area: Human Resources
Work Location Model: Hybrid
Legal Entity: AECOM Global Business Services - Philippines ROHQ