Description

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. 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.

What You'll Do

• Case Processing: Processing of cases assigned through various system touchpoints such as but not limited to calls and emails. Prioritizing and working on requests according to nature, urgency, and impact. Monitoring of personal queues and ageing cases. Following established processes for call and case handling and issue resolution including logging and documenting all inquiries into the case management tools, consulting knowledge resources, and escalating the case to other tiers and following through to resolution. Serving as the single point of contact for Employees and Customers for query resolution. Ensuring high-quality standards for all tasks assigned. Adhering to service level agreements (SLAs) established for case management. Referring to the People Services Supervisor and/or Senior Analyst-Team Lead cases that are prone or have already been raised to escalation stage.
• Continuous Improvement: Suggesting process improvements necessary for operational efficiencies and service excellence to drive quality, speed, simplicity, and safety. Maintaining and updating job aids and standard operating procedures knowledgebase.
• Operational Efficiency: Complying with the Global service level agreement, GM Corporate policies, and external regulatory requirements. Maintaining confidentiality of employee and customer information according to established practice. Performing based on the approved guidelines and job aids.
• Complaint Handling and Escalation: Ensuring timely resolution of clients' issues and concerns. Escalating of complex transactions to the People Services Supervisor and/or Senior Analyst-Team Lead.

• Bachelor's Degree in Human Resources, Business Administration, or related field is required
• Experience handling a role as Junior Analyst for minimum of 1 year in a Shared Services / Contact Center environment. Fresh graduate with excellent scholastic records may be considered.
• Experience working with a diverse and multi-cultural team
• Experience working for a multinational organization and working with colleagues internationally are preferred
• Hands on experience working with and proficiency in Workday, Case Management Systems, Knowledge Base Systems, Avaya Telephones, Employee Portals, Dashboard and Reporting Tools, and other HR Management Systems and Tools.
• Experience managing documentation of business processes.
• Written and verbal proficiency in the English language.

• Action Orientation
• Customer Focus
• Drive for Results and Service Excellence
• Drive for Safety, Quality, and Speed
• Problem Solving / Analysis
• Written and Verbal Communication Skills
• Organizational Skills: Time Management and Prioritization
• Technical Skills
• Integrity and Trust
• Interpersonal Savvy
• Learning on the Fly
• Willingness to work shifting schedules, including night shifts and holidays.
• Availability for potential 4x11 work schedule (four days a week, eleven hours a day).
• Flexibility for job rotations as needed.
• Ability to work in a hybrid environment, combining remote and in-office work as required.