Contact Centre Operations Excellence Lead (HR & Finance)

Company Description

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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

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 0–3)
• Knowledge management and service content
• HR and Finance service catalogs
• SLAs, FCR, AHT, backlog, deflection, CSAT, and experience metrics
• Drive standardization and optimization of end‑to‑end 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:
• Just‑do‑it 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

• Bachelor’s 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,

• 8–10 years of total experience, preferably within GBS, BPO, or shared services environments.
• 4–5+ 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 management–based 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, cross‑tower 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 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.