HR Services

Sponsorship: GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.

Work Arrangement: This role is categorized as hybrid. This means the successful candidate is expected to report to GM Philippines office three times per week or other frequency dictated by the business.

The Role

Responsible for the management of day-to-day People Services cases and activities being handled by People Services professionals, which are received from various business units, GBS sites, etcetera. Responsible for supporting the People Services Supervisor in the execution of other People Services tasks.

What You’ll Do

• Case Management: Managing of various system touchpoints. Classifying requests according to nature, urgency, and impact. Assigning of requests to the Junior Analysts / Analysts / Senior Analysts with the right competencies. Monitoring of team’s queues and aging cases. Referring to the People Services Supervisor cases that are prone or have already been raised to escalation stage. Maintaining relevant reports for peer check and post audit results. Ensuring that the individual and team’s daily, weekly, and month-end reports are completed and maintained. Strictly follows established processes for case management and issue resolution, including logging and documenting all inquiries into the case management tool (i.e. Siebel), consulting appropriate knowledge resources (e.g. Oracle Knowledge Base) and escalating the case to Tier 2 and following through to resolution.
• Continuous Improvement : Developing and recommending process improvements necessary for operational efficiencies and service excellence to drive quality, speed, and safety. Evaluating peer check / post audit results and providing recommendations on how to improve quality and engage concerned teams in achieving improvement goals. Conducting meetings with stakeholders to align process gaps based on escalated issues and post audit results.
• Quality Management: Deliver excellent customer experience in query resolution aligned to People Services policies, desk procedures, knowledge base, and master processes. Monitoring peer check / post audit results, and ensuring that practical problem solving is applied to any process gaps and critical escalations.
• Project Management: Participating in project teams for performance improvement and initiatives. Monitoring and ensuring compliance to project plans based on the standards set.
• Relationship Management: Coordinating closely with other concerned teams within People Services, GBS, and counterparts in various countries. Handles meetings with stakeholders and managing projects related to process improvements. Contributing to the implementation of projects relating to quality improvements and service excellence. Representing People Services in programs / activities that require related expertise and decision making. Interacting with internal / external related parties such as but not limited to Business Units, GMAS and SOX Auditors, and HR Representatives.
• Operational Efficiency: Serving as information source for routine and non-routine questions on the floor. Monitoring transactions of team and conducting periodic check of the performance of the Junior Analysts / Analysts / Senior Analysts. Ensuring that the team members comply with the Global service level agreement, GM Corporate policies, and external regulatory requirements. Ensuring that the team performs based on the approved guidelines and standard operating procedures. Random monitoring on peer-checked transactions by the team members to ensure accuracy of the peer check and post audit process. Preparing of schedules aligned with forecast volume taking into account all planned leaves, holiday schedules / shutdown in other countries.
• Complaint Management: Ensuring timely resolution of clients’ issues and concerns. Escalating of complex transactions to the People Services Supervisor and / or concerned teams, as applicable.

Your Skills & Abilities (Required Qualifications)

• Bachelor’s degree in human resources, Business Administration, or related field.

• 2 years of experience in HR shared services or call handling environment is an advantage.
• Strong communication and interpersonal skills. Willing to receive phone inquiries for a majority of the work hours.

• Ability to manage multiple priorities in a fast-paced environment.

• Proficiency in case management tools and HR systems.

• High attention to detail and commitment to confidentiality.

• Willing to work night shift

What Will Give You A Competitive Edge (Preferred Qualifications)

• Post-graduate degree.

• Experience in a contact center or shared service environment

• Familiarity with HR compliance standards and service delivery metrics.

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