People Services Center Analyst

6 days ago

Manila, National Capital Region, Philippines General Motors Full time

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 the 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, with specialized skills and subject matter expertise. You use and apply general concepts and practices related to People Services and 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.
  • Responsible for the execution of:
  • Case Management:
  • 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 and 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, incorporates, and demonstrates the vision and values of General Motors in behaviors, practices, and decisions.
  • Complaint Management: Ensuring timely resolution of clients' issues and concerns. Escalating complex transactions to the People Services Supervisor and/or concerned teams, as applicable.
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