Employee Services Sr Specialist

This role is primarily responsible to provide support to daytoday HR Contact Center services to ensure accurate processing of moderately complex employee requests tickets calls and chat in compliance with internal and external regulations service level agreements processes and procedures. 

Responsibilities & Duties 

• Perform moderately complex activities for HR contact center by performing case queue maintenance 

• Provide support to the data gathering activities to support the proper resolution of incident reports and administer resolutions. 

• Handle workday moderately complex HR systems transactions 

• Escalate/Transfer HR systems transaction request to necessary the systems backend support team. 

• Act as a back up processor for simple to complex HR contact center activities for individual or bulk transactions. 

• Escalate issues and recommend resolutions to the Team Lead for timely. May support junior members of the team in addressing routine issues within the assigned processes. 

• Maintain the SOP/DTP of current processes and incorporate documentation updates as required. 

• Perform moderately complex tasks in compliance with service level agreement process policies and procedures. 

• Propose alternatives in identified issues and assist in investigating and in resolving common and unusual issues.  

• Contribute to various and simultaneous process improvement initiatives to streamline processes improve customer experience and increase productivity. 

• Participate in auditrelated activities. 

• Contribute specialized expertise to different assigned projects and may provide key updates to Team Lead and Manager. 

Qualifications :

Minimum Requirements 

• Bachelors degree in Business/ Administration / Human Resources  

• 4 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 working with HR Systems preferably in Oracle Workday. 

Attributes 

• Ability to effectively communicate and collaborate within a varied audience and internal and external customers. (Communication) 

• Ability to maintain good customer relationship with the ability to suggest ways to improve customer support customer experience (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 and resolve simple to moderate with the ability to provide resolution alternatives by following defined policies and procedures. (Problem Solving)  

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