Contact Centre Operations Excellence Lead (HR & Finance)
AECOM is seeking an Operations Excellence Lead to drive continuous improvement, automation, and digital innovation for its global HR and Finance contact centres. You will lead the implementation of Lean Six Sigma methodologies, AI-enabled solutions, and standardized case management to enhance service quality and efficiency. The role requires deep expertise in contact centre operations, transformation, and stakeholder management within large matrixed organizations. You will define the digital roadmap and govern improvement initiatives across global teams.
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Experience
8-10 years
Function
Operations
Work mode
Hybrid, India
Company
Tier 2
What you will work on
AECOM is seeking an Operations Excellence Lead to drive continuous improvement, automation, and digital innovation for its global HR and Finance contact centres. You will lead the implementation of Lean Six Sigma methodologies, AI-enabled solutions, and standardized case management to enhance service quality and efficiency. The role requires deep expertise in contact centre operations, transformation, and stakeholder management within large matrixed organizations. You will define the digital roadmap and govern improvement initiatives across global teams.
TAL's take
Stable global firm with well-defined, impactful scope, though not a top-tier tech brand.
The JD provides a very clear, structured breakdown of core focus areas, responsibilities, and necessary certifications.
Must haves
- 8-10 years total experience
- 4-5+ years in operational excellence/continuous improvement
- Lean Six Sigma Green Belt
- Experience in HR or Finance contact center operations
- Hands-on experience in AI-enabled service transformation
Tools and skills
Nice to have: lean six sigma black belt, project management.
About the company
AECOM is a large, established global infrastructure consulting firm, but it is not a pure-play tech or engineering-focused tier-1 unicorn.
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