Contact Centre Operations Excellence Lead (HR & Finance)

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

Requirements

• 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.
• About AECOM
• What makes AECOM a great place to work
• 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.

Benefits

Additional Information

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.

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