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 on night shift. 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
The Global Travel & Expense (T&E) Team is dedicated to providing exceptional travel and expense services that prioritize safety and cost-effectiveness for our employees. We streamline the travel process, ensuring that every journey from point A to B is efficient and hassle-free. Our commitment to excellence not only enhances employee satisfaction but also supports the overall goals of the organization.
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What You'll Do
- Process travel and expense related cases assigned through Siebel, prioritizing, and addressing requests based on nature, urgency, and impact. Monitor personal queues and aging cases.
- Answer and process phone inquiries and voicemails (CCA).
- Follow established processes for timely case handling and issue resolution, including logging and documenting all inquiries in the case management tool, consulting knowledge resources, escalating cases as needed, and ensuring follow-through to resolution.
- Communicate with employees regarding discrepancies in their expense reports.
- Serve as the primary point of contact for employees and take responsibility for resolving queries.
- Ensure high-quality standards for all assigned tasks.
- Adhere to service level agreements (SLAs) for case management.
- Escalate cases to the Senior Analyst, Team Lead, or Transportation Services Supervisor when necessary.
- Suggest process improvements to drive operational efficiency, service excellence, and quality, speed, and safety.
- Maintain and update job aids, standard operating procedures, and the knowledge base.
- Comply with the Master Process, Global Travel and Expense policy, Global Service Level Agreement, GM Corporate Policies, external regulatory requirements, and approved desktop procedures and job aids. Ensure confidentiality of employee information in line with established practices.
- Strive to meet targets for key metrics, including NPS, CSAT, QA Scores, and Resolution Rates.
- Willing to undergo cross-training and handle back-office tasks, including audits.
Additional Description
Your Skills & Abilities (Required Qualifications)
- Bachelor's Degree in Human Resources, Business Administration, or related field
- Experience handling a role in a Shared Services / Contact Center / Call Handling environment.
- Experience in Microsoft Excel, Microsoft PowerPoint, Microsoft Word, SAP
- Above average communication skills
- Willingness to work hybrid on night shift
What Will Give You A Competitive Edge (Preferred Qualifications)
- Experience working with a diverse and multi-cultural team
- Experience working for a multinational organization and working with colleagues internationally are preferred
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 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.
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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 for all employees. 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
Non-Discrimination and Equal Employment Opportunities (U.S.)
General Motors is proud to be an equal opportunity employer and is committed to providing a workplace that is free of unlawful discrimination.
All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws.
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.