Service Delivery Team Lead, P&T, Time

Job description

This role is primarily responsible for supervising the day-to-day Time & Labor function that provides effective and proactive service delivery to key stakeholders. This includes supporting department activities and efficiencies such as gathering and entering employee time and wage within the time management system, computing employee’s time worked, production, and commission as well as computing post wages and deduction. Responsibilities and Duties Support the management of day-to-day Time & Labor activities by leading the team and developing internal workflow processes, operating procedures, team schedules, and controls. 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 Lead and/or participate in various governance meetings to discuss operational results, issues, strategies, and solutions to improve team’s performance with internal/external stakeholders. Develop and prepare reports and conduct analyses on resource utilization, performance against SLA targets, quality, and process efficiency Analyze complex issues and develop and implement solutions and provide regular performance and operational progress reports to managers to ensure issues are being flagged on a timely manner and ensure gaps are addressed Provide guidance and direction to the team according to established policies, procedures, and management guidelines in accordance with the country supported rules & regulations. Provide regular performance and operational progress reports to managers to ensure issues are being flagged on a timely manner and ensure gaps are addressed Manage team performance, provide coaching, and identify career development opportunities relevant to the team Lead process improvements to streamline processes, improve customer experience, increase productivity, and quality in Time & Labor, in alignment with the overall set goals. Develop and prepare reports and conduct analyses on resource utilization, performance against SLA targets, quality, and process efficiency. Develop strong stakeholder relationships by ensuring escalations are managed effectively and proactively and elevating if/when necessary. Plan staff workload on a daily basis and assisting them in the completion of assigned tasks and duties within reported deadlines. Monitor and respond to external support requests as it pertains to Time & Labor Services. Manages project status and support on highly complex process improvement projects. Minimum Requirements: Bachelor’s degree in Human resources, Payroll and any business-related course or equivalent relevant courses At least 7 years of experience in an outsourcing, shared services, or similar model and has experience in managing Payroll team that supports AMER region. Advanced knowledge of processes and procedures related to HR and HR operations. Experience using HR systems, payroll or time recording systems such as Oracle, Workday, SAP, PeopleSoft, Service Now or other similar platforms and tools Advanced proficiency in MS Office Experience creating reporting dashboards and excellent tracking capabilities Experience in handling projects relevant to HR services. At AECOM, we are committed to maintaining a secure and trustworthy recruitment process and take any fraudulent hiring activity seriously. To support this commitment, all newly hired employees are required to attend an in-person Day 1 onboarding at an AECOM office location as a condition of employment. About AECOM AECOM is proud to offer comprehensive benefits to meet the diverse needs of our employees. Depending on your employment status, AECOM benefits may include medical, dental, vision, life, AD&D, disability benefits, paid time off, leaves of absences, voluntary benefits, perks, flexible work options , well-being resources, employee assistance program, business travel insurance, and service recognition awards. AECOM is the global infrastructure leader, committed to delivering a better world. As a trusted professional services firm powered by deep technical abilities, we solve our clients’ complex challenges in water, environment, energy, transportation and buildings. Our teams partner with public- and private-sector clients to create innovative, sustainable and resilient solutions throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. AECOM is a Fortune 500 firm that had revenue of $16.1 billion in fiscal year 2025. Learn more at . What makes AECOM a great place to work You will be part of a global team that champions your growth and career ambitions. Work on groundbreaking projects - both in your local community and on a global scale - that are transforming our industry and shaping the future. With cutting-edge technology and a network of experts, you’ll have the resources to make a real impact. Our award-winning training and development programs are designed to expand your technical expertise and leadership skills, helping you build the career you’ve always envisioned. Here, you’ll find a welcoming workplace built on respect, collaboration and community—where you have the freedom to grow in a world of opportunity. 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. 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.