AECOM is seeking a Service Delivery Team Lead - Pre-Hire Support to be based in Manila, Philippines
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
