Company Description

Work with Us. Change the World.

At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the world’s most complex challenges and build legacies for future generations.

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.

Job Description

The role leads the Global Mobility Team in Manila which is responsible for delivering first-rate support to AECOM employees identified for international assignments. This involves managing the operations and stakeholders in compliance with service level agreements, policies, governance, and performance targets, and acting as the first level escalation point for questions and issues.

Responsibilities & Duties

Operations Management

Review the email chasers for TEQ and Imputed Collection processesEnsure adherence to quality standards, service level agreements, processes, policies, procedures, and regulatory requirements.Act as the first level escalation point for questions, analyze complex issues, and implement timely resolutions. Escalate issues further as needed.Develop and implement internal workflow processes, operating procedures, team schedules, and controls in collaboration with the Manager.Prepare and analyze various reports including performance, operational progress, resource utilization, and process efficiency. Share these reports with internal and external stakeholders, as well as the leadership team, to identify and address any issues promptly.Participate in planning, designing, testing, and implementation of new systems and/or new system enhancements.Maintain confidentiality in handling sensitive information.Ensure SOP/DTP maintenance processes are up-to-date and relevant to the business, enabling the team to work effectively and efficiently and meet performance targets.Identify and implement process improvement initiatives to streamline processes, improve customer experience, and increase productivity.Lead short-term projects and support medium to long-term initiatives.

Team Leadership

Manage the team’s workload and capacity effectively, including bulk transactions, daily volumes, and cases, to ensure excellent service delivery and that SLAs and productivity targets are achievedRecommend long or short-term adjustments to staffing model when/if necessary to effectively support shifts in scope of work and/or volumeImplement the team’s business continuity planFoster a highly motivated team through positive relationship and dynamicsManage team performance and set behavioral expectation; conduct regular review, provide feedback and coaching, and other relevant developmental, training and learning opportunity plans to ensure the success of the individuals within the team.Provide guidance and direction to the team on policies, procedures, and management guidelines, act as the subject matter expert in these areas 

Stakeholder Management

Develop excellent stakeholder relationships through timely communication and excellent customer serviceActs as the technical expert for the function and provide guidance to key stakeholders on the policies and procedures related to the operationsDiscuss and manage stakeholders’ feedbackDevelop and implement preventative actions and monitor effectiveness. Complete and communicate Incident Reports with stakeholders to ensure customer satisfaction.

Qualifications

Minimum Requirements:

Bachelor’s degree in human resources, any business-related course, or equivalent relevant coursesAt least 7 to 10 years of relevant work experience in expatriate tax/and/or global mobilityHas people management experienceExpert knowledge of processes and procedures related to HR and HR operations.Expert in using HR systems, payroll or time recording systems such as Oracle, Workday, SAP, PeopleSoft, Service Now or other similar platforms and toolsAdvanced proficiency in MS OfficeStrong Experience creating reporting dashboards and excellent tracking capabilitiesStrong Experience in handling projects relevant to HR services

Attributes:

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 ability to recommend solutions for recurring and unique scenarios. (Problem Solving)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 provide timely guidance and feedback to help others strengthen specific knowledge/skill areas needed to accomplish a task and ability to support direct reports to achieve desired performance and output (Coaching)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 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. (Results Oriented)Ability to analyze dashboard findings and drill down regarding trends and root causes. (Attention to detail)

Working Environment and Physical Demands: 

Ability to work on a mid-shift scheduleAmenable to work in a hybrid working arrangement/set-up

Additional Information

About AECOM

AECOM is the world’s trusted infrastructure consulting firm, delivering professional services throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. On projects spanning transportation, buildings, water, new energy and the environment, our public- and private-sector clients trust us to solve their most complex challenges. Our teams are driven by a common purpose to deliver a better world through our unrivaled technical and digital expertise, a culture of equity, diversity and inclusion, and a commitment to environmental, social and governance priorities. AECOM is a Fortune 500 firm and its Professional Services business had revenue of $14.4 billion in fiscal year 2023. See how we are delivering sustainable legacies for generations to come at aecom.com and @AECOM.

 

Freedom to Grow in a World of Opportunity 

You will have 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 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.

AECOM provides a wide array of compensation, benefits and well-being programs to meet the diverse needs of our employees and their families. We’re the world’s trusted global infrastructure firm, and we’re in this together – your growth and success are ours too.

Join us, and you’ll get all the benefits of being a part of a global, publicly traded firm – access to industry-leading technology and thinking and transformational work with big impact and work flexibility. As an Equal Opportunity Employer, we believe in each person’s potential, and we’ll help you reach yours.

All your information will be kept confidential according to EEO guidelines.