Job Description

AECOM is seeking a Finance Services Team Lead to be based in Manila, Philippines.
At AECOM, we're delivering a better world.
We believe infrastructure creates opportunities for everyone. Whether it's improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive.
Our clients trust us to bring together the best people, ideas, technical expertise, and digital solutions to our work in transportation, buildings, water, the environment, and new energy. We're one global team - 47,000 strong - driven by a common purpose to deliver a better world.
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This role will primarily support management of day to day operational activities within the Finance Contact Center team. This role will support the manager in executing operating plans such as putting controls in place to ensure quality and timely service delivery, reporting gaps and recommending process improvements for more efficient service delivery. The role will involve day to day management of the team to ensure compliance with applicable SLAs, policies, and procedures.
+ Leads and manages the implementation, service transition and stabilization activities for the Tier 1 Helpdesk function, mitigating and resolving issues as necessary.
+ Leads and motivates multi-functional teams in a complex environment to deliver high quality, professional and proactive day to day service.
+ Provide guidance to the team on process related queries.
+ Ensure all documentation created and updated.
+ Ensure data integrity of all information entered into AECOM people systems.
+ Ensure that SOP/DTP of current and new processes are created and updated.
+ Develop process improvement initiatives to streamline processes, improve customer experience, and increase productivity.
+ Identify and analyze complex issues and recommend solutions or alternatives.
+ Act as - first level escalation point for questions and issue resolutions ensuring issues are addressed on a timely manner Responsible for escalating the issues further as and when necessary.
+ Provide regular performance and operational progress reports to managers to ensure issues are being flagged on a timely manner and ensures performance/operational gaps are addressed.
+ Responsible for the implementation of team's business continuity plan.
+ Recommends resource planning solutions for changing resource loading and work volumes.
+ Sets performance and behavioral expectations. Conducts regular review, provide feedback and coaching, and other developmental, training and learning opportunity plans to ensure the success of the individuals within the team.
+ Lead short term projects and supports medium to long term projects and contribute to long term initiatives planning.
+ Develop strong stakeholder relationship by ensuring escalations are managed effectively and proactively and elevating it further as and when necessary.
+ Ensure team compliance to and delivery of service level agreements, policies and procedures as agreed with the Manager.
Minimum Requirements
+ Graduate of any 4-year bachelor's degree
+ 6+ years of relevant professional experience in Finance Contact Center, including 2 years of supervisory experience
+ Intermediate proficiency in MS Office tools
+ Advanced knowledge and understanding of processes and procedures relevant in Finance Service Desk
+ Experience working with Oracle ERP System and Service Now is an advantage but is not required.
+ Excellent verbal and written communications skills on both English
Preferred Qualifications
+ Ability to supervise and manage the day-to-day work assignments, deliverables, and operational requirements aligned with the functional goals and objectives. (Operational Management)
+ Ability to clearly define objectives and set targets for the team that are consistent with and compliant to service delivery agreements, key performance indicators, and polices. (Planning and Organizing)
+ Ability to effectively communicate and collaborate with various internal and external customers globally. Ability to use tact and discretion in delivering critical and sensitive information to peers, stakeholders, and direct reports. (Communication)
+ Ability to maintain a high level of collaboration among multiple internal and external stakeholders to effectively arrive at solutions and develop initiatives. (Collaboration)
+ Ability to identify and resolve varied and complex issues by applying best practices and technical expertise and has the ability to recommend solutions for recurring and unique scenarios. (Problem Solving)
+ Ability to gather, integrate, validate, and analyze relevant data to develop resolutions, findings, and recommendations. (Analytical Thinking)
+ Ability to monitor and measure progress and effectively drive individual and team results that supports the overall goal of the team.
+ Ability to provide regular feedback, guidance, and support to direct reports to achieve desired performance and output. (Results Oriented)
What We Offer
We will give you the flexibility you need to do your best work with hybrid work options. Whether you're working from an AECOM office, remote location or at a client site, you will be working in a dynamic environment where your integrity, entrepreneurial spirit and pioneering mindset are championed.
You will help us foster a culture of equity, diversity and inclusion - a safe and respectful workplace, where we invite everyone to bring their whole selves to work using their unique talents, backgrounds and expertise to create transformational outcomes for our clients.
We will encourage you to grow and develop your career with us through our technical and professional development programs and diverse career opportunities. We believe in leadership at all levels. No matter where you sit in the organization you can make a lasting impact on the projects you work on, the teams and committees you join and our business.
We offer competitive pay and benefits, well-being programs to support you and your family, and the development resources you need to advance your career.
When you join us, you will connect and collaborate with a global network of experts - planners, designers, engineers, scientists, consultants, program and construction managers - leading the change toward a more sustainable and equitable future. Join us and let's get started.
As an Equal Opportunity Employer, we believe in each person's potential, and we'll help you reach yours.