Specialist II, HR Services, HR Contact Center (Night Shift)

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

Provide action and resolution to the employee queries received via call, chat, and ticketing system

Responsible for queue management and case triage within our case management system

Support data gathering activities and analyze complex tickets to support the proper resolution of incident reports and administer resolutions.

Handle moderately complex HR systems transactions

Escalate/Transfer HR systems transaction request to necessary systems back-end support team

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

Perform moderately complex tasks in compliance with service level agreement, process, policies, and procedures; Able to resolve and explain

Investigate issues and provide input to the completion of incident reports

Develop and maintain a strong understanding of moderately complex company guidelines and policies to be able to interpret, explain and resolve related inquiries, e.g., disputes on leave accruals involving calculation and review of Workday profile (length of service and Gclock)

Provide input to SOP/DTP maintenance process by proactively reviewing documents and identifying opportunities to improve current processes, es

Drive process improvement initiatives to streamline processes, improve customer experience, and increase productivity.

Participate in audit-related activities

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

Responsible 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

Responsible for ensuring the Service Level Agreements are met

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

Supports processing of fast-track request tickets

Supports processing of rescind transaction requests

Supports data and trend analysis for internal operations review

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)

Minimum Requirements

• Amenable for night shift schedule - 9PM to 6AM. Manila time
• Bachelor's 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.

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 t