HR Services Specialist — Night Shift, Case & SLA Expert

Aecom2; Taguig; On-site; PHP 420,000 - 700,000; Full time

Job summary

AECOM is hiring for a Human Resources Services professional in Manila. The role handles employee inquiries by phone, chat, and ticketing, manages queue triage, and supports incident resolution under SLAs. You will back-up HR contact center activities and assist junior staff as needed.

Requirements include a Bachelor's in Business/HR, 4 years in HR services within shared services or BPO, and experience with Oracle or Workday. Night shift, Manila time, is expected.

Qualifications

• Bachelor's degree in Business/ Administration / Human Resources.
• 4 years of HR Services experience in Shared Services/BPO.
• Intermediate proficiency in MS Office tools.
• Experience with HR systems, preferably Oracle or Workday.

Responsibilities

• Provide action and resolution to employee queries via call, chat, and ticketing.
• Manage queue and triage cases within the case management system.
• Support data gathering and analyze complex tickets for incident resolutions.
• Escalate issues to back-end teams and assist juniors as needed.
• Ensure SLA compliance and document process improvements.
• Assist with audits and regulatory compliance (e.g., GDPR, SOX).

Skills

Communication

Customer Service

Attention to Detail

Problem Solving

Education

Bachelor's degree in Business/ Administration/ Human Resources

Tools

Oracle

Workday

Job description

AECOM is hiring for a Human Resources Services professional in Manila. The role handles employee inquiries by phone, chat, and ticketing, manages queue triage, and supports incident resolution under SLAs. You will back-up HR contact center activities and assist junior staff as needed.

Requirements include a Bachelor's in Business/HR, 4 years in HR services within shared services or BPO, and experience with Oracle or Workday. Night shift, Manila time, is expected.