People Services Center Analyst

Job Description

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

Sponsorship

GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DONOT 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 and nightshift. This means the successful candidate is expected to report to the GM Philippines office three times per week or other frequency dictated by the business.

The Role

As a part of GM's Global Business Solutions (GBS) People Services you hold a focus on driving operational and tactical tasks. You are customer-facing, call-handling, with specialized skills and subject matter expertise. You use and apply general concepts and practices related to People Services. You have a knowledgeable technical understanding of People Services concepts.

What You'll Do

• Responsible for providing direct tier one services to the customers of the Shared Service Center, which include employees, managers, HR professionals, and 3rd party vendors. Work activities include, but are not limited to, direct interaction and support to our customers via telephone and email to resolve inquiries and to complete requests, following cases through resolution, and the completion of other front office and back-office activities.
• Serves as the single point of contact for HR staff, employees and people leaders and be responsible for query resolution by utilizing policies, desk procedures and any other reference material that may exist as a knowledge base.
• 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. Has responsibility to coach employees, line managers through HR queries via self-service including redirection to appropriate sources of information or through policies and reference guide to improve the query resolution.
• Performs shared services administration transactions in various HRIS applications as appropriate, and within established performance standards.
• Adheres to established regulations, processes, procedures, plans and systems. Maintain and update process SOP Knowledge Base.
• Continuous Improvement: Developing and recommending process improvements necessary for operational efficiencies and service excellence to drive quality, speed, and safety.
• 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.
• Relationship Management: Coordinating closely with other concerned teams within People Services, GBS, and counterparts in various countries. Contributing to the implementation of projects relating to quality improvements and service excellence.
• Operational Efficiency: Ensures high-quality standards for all activities, initiatives, and tasks. Adheres to all Service Level Agreements (SLAs) established by the Shared Services Center for Case Management. Knows, understands, incorporate and demonstrate the vision and values of General Motors in behaviors, practices and decisions.
• 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
• Experience in inbound call-handling / taking in calls in a BPO / Shared Services set-up for 2 years
• Experience with customer support: customer interactions, addressing escalations
• Willingness to be cross-trained to different departments
• Excellent written skills to communicate clearly and concisely with customers via email as needed
• Willingness to work hybrid on night shift
• Strong customer focus and experienc