Employee Services Specialist

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 companys 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

• Bachelors 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/setup

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 wellbeing 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 privatesector 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. 

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 cuttingedge technology and a network of experts youll have the resources to make a real impact. Our awardwinning training and development programs are designed to expand your technical expertise and leadership skills helping you build the career youve always envisioned. Here youll 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. 

Remote Work :

No

Employment Type :

Fulltime