Contact Centre Operations Excellence Lead (HR & Finance)

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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.

We're looking for a hands-on Contact Center operations specialist who combines deep Contact Centre expertise with Lean Six Sigma rigour. You will own the OpEx agenda for HR and Finance Contact Center towers globally - improving case resolution, driving automation, and building a culture of continuous improvement across a complex GBS environment.

Responsibilities:

Contact Center Operations

• Own end-to-end CC service delivery across HR & Finance (Tier 0–3)
• Drive SLA performance: FCR, AHT, backlog, deflection, CSAT
• Optimize case resolution speed, quality, and employee experience
• Lead demand management and self-service/deflection strategies
• Govern knowledge management and service catalog quality

Continuous Improvement

• Embed Lean Six Sigma across CC processes — eliminate waste, reduce rework and failure demand
• Lead annual process maturity assessments and improvement roadmaps
• Coach and certify CI capability across GBS service teams

Automation & AI Enablement

• Own the CC automation roadmap: virtual agents, case triage, knowledge AI, agent assist
• Drive GenAI use cases across HR and Finance support operations
• Partner with Digital, IT, and BA teams to deliver scalable AI solutions
• Ensure digital initiatives deliver measurable outcomes (efficiency, quality, compliance)

Governance & Stakeholder Management

• Serve as single point of contact for CC OpEx — aligning regions, GPOs, and leadership
• Track and report improvement portfolio: Just-do-its, Lean projects, GB/BB initiatives

Qualifications:

• 5+ years in Contact Center operations (GBS, BPO, or shared services)
• Proven delivery of CC performance improvements: AHT, FCR, CSAT, deflection
• Hands-on Lean Six Sigma Green Belt — Black Belt preferred
• Experience with case-based platforms (ServiceNow or equivalent)
• Led automation or AI implementation in a CC or service delivery environment

What sets you apart

• You've built or transformed a Contact Center — not just optimised within one
• Comfortable at both strategic and hands-on level in complex environments
• Strong data instinct: you reach for metrics before conclusions
• Able to lead without authority across geographies and functions
• Fluent in English; experience in multicultural global teams

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.