Responsibilities & Duties
- Perform basic HR systems (Workday) requests and transactions by following standard methodologies resolve HR systems related tickets
- Process assigned bulk requests.
- Escalates complex HR systems queries to the back-end support (Workday) or senior members of the group as necessary.
- Ensures all BPAA transactions are completed within SLA
- Provide standard systems guidance and walkthrough to support customers as required
- Update the contact center ticketing system for assigned transactions.
- Escalate identified issues and concerns to the Team Lead for timely resolution.
- Perform multiple routine/ad hoc tasks in compliance with service level agreement, process, policies, and procedures.
- Provide input to the completion of incident reports
- Able to process straight forward Workday transactions in line with the DTPs
- Contribute to SOP/DTP maintenance by escalating any discrepancies between the documents and current process(es) as they are performed, and update documents as requested.
- Contribute/Provide insights to continuous improvement initiatives by initiating improvement ideas and/or participate on CI project team to optimize processes.
- Responsible for ensuring adherence to audit and regulatory requirements both internal and external (i.e., GDPR, AECOM Privacy Policy and SOX) ensuring the Company is compliant and risks are mitigated
- Responsible for ensuring the Service Level Agreements are met
- Support calls and chat when needed
Qualifications and Requirements
- Preferably Graduate of bachelor’s degree
- 2 years of relevant professional experience in Human Resources Services in a Shared Services/BPO Industry
- Intermediate proficiency in MS Office tools
- Basic knowledge and understanding of Human Resources Processes and Operations
- Experience working with HR Systems preferably in Oracle, Workday.