AECOM Global Mobility Team Lead in Taguig City, Philippines
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The role is responsible and accountable for supervising a team within the HR Service Center (Global Mobility), to ensure the team meets or exceeds expectations and defined SLA targets. The role will support the onshore Global Mobility Leads in executing end-to-end global mobility activities by ensuring quality and timeliness of output, adherence to defined service level agreements, and ensuring compliance with relevant standards and procedures. The role is responsible for ensuring effective staff utilization to meet business needs and ensure a high level of service delivery. Responsible for supporting team members as needed, providing coaching and training, ensuring team members are engaged and motivated and fostering a collaborative culture.
Responsible for ensuring effective management of team daily volume and cases including bulk transactions to ensure excellent service delivery and that SLAs and productivity targets are achieved.
Execution of all mobility administration activities, including but not limited to initiation of tax, international medical insurance coverage and immigration services.
Acts as the technical expert for the function and is consulted by key stakeholders on processes related to the operations.
Production of assignment letters, cost projections, hypothetical tax calculations as well as coordination of relocation services.
Accountable for ensuring quality standards are met and maintained – ensuring all work is done to a high standard and that appropriate audits are undertaken as required.
Management of global billing process for all vendors
Manage team workload and capacity; recommend long or short-term adjustments to staffing model when/if necessary, to effectively support shifts in scope of work and/or volume.
Responsible for ensuring a good team relationship and dynamics exists and the team are highly motivated. Manage team performance, provide coaching, and identify career development opportunities relevant to the team.
Develop excellent stakeholder relationships. Ensure escalations are managed effectively and proactively and elevating if/when necessary.
Ensure effective timely communication to leadership and stakeholders.
Responsible for ensuring the highest level of customer service is maintained at all times.
Responsible for ensuring a high-quality, professional, and proactive service is always delivered.
Work with autonomy and apply critical thinking. Make decisions on complex issues and support the team in the resolution of issues.
Accountable for the accurate and timely resolution of all queries. Analyse complex issues and develop and implement solutions.
Manage team performance, provide coaching, and identify career development opportunities relevant to the team.
Accountable for ensuring compliance with service level agreement, process, policies, and procedures.
Expert understanding of HR systems including Workday and Employee Center including (Self Service, Knowledge base and Case Management, APro, )
Able to multitask and work on more than one issue simultaneously ensuring the prioritization of urgent requests.
Develop and maintain an expert understanding of company policies to be able to interpret and explain company policy and not solely have to rely on the verbiage in the FAQ documents to resolve related inquiries.
Provide guidance and direction to the team on policies, procedures, and management guidelines, act as the subject matter expert in these areas.
Responsible for ensuring confidentiality is maintained at all times.
Lead and participate in audit activities as required.
Accountable for ensuring the SOP/DTP maintenance process. Ensure all documents are relevant and up to date and meet the needs of the business, ensuring the team work effectively and efficiently and are able to meet performance targets.
Responsible for Identifying and implementing process improvement initiatives to streamline processes, improve customer experience, and increase productivity.
Develop internal workflow processes, operating procedures, team schedules, and controls.
Responsible for ensuring all issues are investigated, root cause established. Develop and implement preventative actions and monitor effectiveness. Complete and communicate Incident Reports with stakeholders to ensure customer satisfaction.
Provide regular performance and operational progress reports to GBS Leadership to ensure issues are being flagged on a timely manner and ensure gaps are addressed.
Develop and prepare reports and conduct analysis on resource utilization, performance against SLA targets, quality, and process efficiency.
Provide and present regular performance and operational progress reports to internal/external stakeholders ensuring issues are flagged, monitored, and resolved in a timely manner.
Lead and/or participate in governance meetings with internal/external stakeholders to discuss operational results, issues, strategies, and solutions to improve team’s performance.
Lead assigned projects. Ensure effective communication to all leadership and all stakeholders.
Participate in planning, designing, testing, and implementation of new systems and/or new system enhancements.
Participates in reviewing and updating SLAs, identifying quality concerns and resolutions with active engagement and utilization of continuous improvement to establish best practices
Leads resourcing activities and actively involved in the full recruitment process for reviewing and assessing the best new talent for the team
Bachelor’s degree in Human resources and any business-related course or equivalent relevant courses
At least 7 years of relevant work experience in global mobility and/or expatriate tax experience. Industry experience is preferred
Experience of working in a shared services environment
Experience of leading/managing a team
Expert knowledge of processes and procedures related to Global Mobility operations.
Expert in using HR systems, payroll or time recording systems such as Oracle, Workday, SAP, PeopleSoft, Service Now or other similar platforms and tools specific to GM including APro
Advanced proficiency in MS Office
Strong Experience creating reporting dashboards and excellent tracking capabilities
Strong Experience in handling projects relevant to HR services.
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 (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 policies. (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 support the overall goal of the team. (Results Oriented)
Ability to analyze dashboard findings and drill down regarding trends and root causes. (Attention to detail)
Understanding what a high-performing quality service looks like, is able to identify service gaps and ensure a high-quality service is delivered
Working Environment and Physical Demands:
Ability to work in shifting schedule operating hours
Amenable to work in a hybrid working arrangement/set-up
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 $13.1 billion in fiscal year 2022. 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 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.
AECOM provides a wide array of compensation and benefits programs to meet the diverse needs of our employees and their families. We also provide a robust global well-being program. 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.
Business Line: Geography OH
Business Group: DCS
Strategic Business Unit: GBS
Career Area: Human Resources
Work Location Model: Hybrid