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People Services Center Analyst

AT General Motors
General Motors

People Services Center Analyst

Bonifacio Global City, Philippines

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

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  • Responsible for the administration of day-to-day People Services calls, cases and activities being handled by People Services professionals, which are received from GM Employees and Customers, GBS sites, etcetera. Responsible for supporting the People Services Teams in the execution of other People Services tasks.

    Responsible for the execution of:
  • 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.

Additional Description

Your Skills & Abilities (Required Qualifications)

  • 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.
  • 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

What Will Give You A Competitive Edge (Preferred Qualifications)

  • 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.
  • 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

About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us

We aspire to be the most inclusive company in the world. We believe we all must make a choice every day - individually and collectively - to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

Total Rewards | Benefits Overview

From day one, we're looking out for your well-being-at work and at home-so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources.

Diversity Information

General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire

Equal Employment Opportunity Statement (U.S.)

General Motors is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Accommodations (U.S. and Canada)

General Motors offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us Careers.Accommodations@GM.com or call us at 800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.

Client-provided location(s): Taguig, Metro Manila, Philippines
Job ID: General_Motors-JR-202422835
Employment Type: Full Time

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Health Reimbursement Account
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
    • FSA
    • HSA
    • HSA With Employer Contribution
  • Parental Benefits

    • Birth Parent or Maternity Leave
    • Non-Birth Parent or Paternity Leave
    • Adoption Leave
    • Fertility Benefits
    • Adoption Assistance Program
    • Family Support Resources
  • Work Flexibility

    • Flexible Work Hours
    • Remote Work Opportunities
    • Hybrid Work Opportunities
  • Office Life and Perks

    • Casual Dress
    • Happy Hours
    • On-Site Cafeteria
  • Vacation and Time Off

    • Paid Vacation
    • Paid Holidays
    • Personal/Sick Days
    • Leave of Absence
  • Financial and Retirement

    • 401(K)
    • 401(K) With Company Matching
    • Performance Bonus
    • Relocation Assistance
    • Stock Purchase Program
  • Professional Development

    • Tuition Reimbursement
    • Learning and Development Stipend
    • Promote From Within
    • Mentor Program
    • Shadowing Opportunities
    • Access to Online Courses
    • Lunch and Learns
    • Internship Program
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program
    • Woman founded/led
    • Employee Resource Groups (ERG)

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