Contact Centre Operations Excellence Lead (HR & Finance)

Role description:

The HR & Finance Contact Centre Operations Excellence Lead is accountable for driving operational excellence continuous improvement automation and digital innovation across global HR and Finance Contact Centre operations including employee and internal customer support services.

This role partners closely with Global Process Owners (GPOs) HR and Finance Contact Centre leaders Service Delivery teams and Digital / Automation teams to deliver measurable improvements in efficiency quality experience and cost leveraging Lean Six Sigma AI-enabled solutions and digital service management practices.

The role requires strong experience in case-based service delivery environments with specialist expertise in Contact Centre (example : Service Now) operations and transformation across HR and Finance domains including AI use cases digital workforce enablement and self-service strategies.

Responsibilities

1. HR & Finance Contact Centre Excellence (Core Focus Area) - (Service Now)

• Act as the Operations Excellence Lead for HR and Finance Contact Center operations covering:
• Case management (Tier 03)
• Knowledge management and service content
• HR and Finance service catalogs
• SLAs FCR AHT backlog deflection CSAT and experience metrics
• Drive standardization and optimization of endtoend employee and internal customer support journeys across HR and Finance.
• Partner with HR and Finance Contact Center leadership to improve:
• Case resolution speed accuracy and quality
• Employee and internal customer experience
• Demand management self-service and deflection strategies
• Apply Lean and data-driven insights to reduce volumes rework handoffs and failure demand across both towers.

2. Operational Excellence & Continuous Improvement

• Own and drive the Continuous Improvement (CI) Digital and Innovation agenda for the H2R tower.
• Embed Lean Six Sigma methodologies across H2R processes to eliminate waste improve cycle times quality and customer experience.
• Lead Lean Green Belt and CI capability building including coaching certification governance and mentoring.
• Conduct and govern the annual process maturity assessment define improvement roadmaps and ensure benefits realization.

3. Automation Digital & AI Enablement

• Own the HR & Finance Contact Center automation and digital roadmap with focus on use cases such as:
• GenAI and AI-powered virtual agents
• Case triage routing and summarization
• Knowledge article creation and optimization
• Agent assist and next-best-action tools
• Workforce productivity forecasting and performance analytics
• Collaborate with Business Analysts Automation Digital IT and Finance Transformation teams to design and deliver scalable AI-enabled solutions.
• Ensure digital initiatives deliver measurable business outcomes across HR and Finance (efficiency quality experience compliance).
• Stay current on HR and Finance service technology trends including GenAI applications for internal support services.

4. Governance & Stakeholder Management

• Lead the Ops Excellence Ambassador network across HR and Finance Service Delivery teams.
• Establish strong governance prioritization and tracking mechanisms for improvement initiatives:
• Justdoit ideas
• Lean projects
• Green Belt / Black Belt projects
• Serve as a single point of contact for HR & Finance Contact Center Ops Excellence ensuring alignment across regions and stakeholders.
• Partner with HR and Finance GPOs PMO Service Management and Center Leadership to align initiatives with Enterprise GBS priorities.

5. Outcome Delivery

• Ensure consistent delivery of measurable improvements in:
  • Productivity and cost
  • Quality and compliance
  • Employee and stakeholder satisfaction
• Improve transparency and performance management through robust metrics reporting and cadence reviews.
• Support global consistency while enabling local flexibility where required.

Qualifications :

Qualifications:

Education & Certifications

• Bachelors degree in Business Operations Engineering HR or related field.
• Lean Six Sigma Green Belt (mandatory).
• Black Belt certification preferred.
• Project Management certification is an advantage.

Required Work experience

• 810 years of total experience preferably within GBS BPO or shared services environments.
• 45 years in Operational Excellence / Continuous Improvement ideally in an LSS Black Belt role.

Proven experience in HR and/or Finance Contact Center operations including:

• Case managementbased service delivery
• Service performance metrics and SLAs
• Employee or internal customer experience improvement
• Hands-on experience leading automation and AI projects within HR or Finance service environments.
• Experience operating in global matrixed shared services or GBS environments.

Key Skills & Expertise

• Deep expertise in Lean Six Sigma tools and frameworks.
• Strong understanding of case-based service delivery models across HR and Finance.
• Demonstrated success in AI-enabled service transformation initiatives.
• Ability to translate operational insights into scalable crosstower improvements.
• Excellent communication facilitation and executive presentation skills.
• Ability to lead without authority and inspire cross-functional teams.

Additional Information :

Personal & Leadership Attributes

• Embodies AECOM values: Deliver Dream Anticipate Inspire Collaborate and Safety.
• Highly self-driven and results-oriented.
• Comfortable operating strategically and hands-on.
• Able to manage complexity and ambiguity in fast-evolving digital environments.

At AECOM we are committed to maintaining a secure and trustworthy recruitment process and take any fraudulent hiring activity seriously. To support this commitment all newly hired employees are required to attend an in-person Day 1 onboarding at an AECOM office location as a condition of employment.

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 and service recognition awards.

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 2025. Learn more at . 

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 youll 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 youve always envisioned. Here youll find a welcoming workplace built on respect collaboration and communitywhere 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 :

Contract