Analyst - GBS People Services Manila Service Center-2

Description
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 on night shift. 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

• Deliver excellent customer experience in Human Resource Services query resolution aligned to People Services service centers' culture and aspirations
• Focus on Benefits and Payroll processes with high attention to detail and 100% accuracy in all deliverables
• Acts as a reliable, responsive point of contact for employees and other Benefits and Payroll stakeholders, while maintaining effective communications and follow-through
• Responsible for query resolution by utilizing tools, 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
• Responsible for monitoring tasks before due date to avoid delays in the process
• Adheres to established regulations, processes, procedures, plans and systems
• Prepares daily required reports to monitor priorities for the day
• Maintain and update process documents/ desktop procedures
• 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
• Maintains confidentiality of department and employee information according to established practice
• Knows, understands, incorporates and demonstrates the vision and values of General Motors in behaviors, practices and decisions
• Responsible for query resolution by utilizing tools, 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
• Responsible for monitoring tasks before due date to avoid delays in the process
• Adheres to established regulations, processes, procedures, plans and systems
• Prepares daily required reports to monitor priorities for the day
• Maintain and update process documents/ desktop procedures
• 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
• Maintains confidentiality of department and employee information according to established practice
• Knows, understands, incorporates and demonstrates the vision and values of General Motors in behaviors, practices and decisions
• Duties, responsibilities and activities may change at any time with or without notice

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 experience in effective conflict resolution
• Ability to organize and prioritize workload
• Ability to handle multiple tasks, meet established deadlines and, with composure, work in a face paced work environment
• Attention to detail, using judgment, data analysis, experience, knowledge and independent thinking abilities.
• Computer experience and demonstrated proficiency in MS Word, PowerPoint, Excel, Windows or related computer software.
• Experience managing documentation of business processes including specifications, test scripts, training material, and change control

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
• Experience in handling different HR shared services processes like Onboarding, Learning, Global Data Management, Payroll, Benefits
• Demonstration of the following GM behaviors -
• Think Customer: Considering the customers' needs in everything that's being done
• Innovate Now: Seeing things not as they are but as they could be
• Look Ahead: Making decisions now with long term view in mind and anticipating what lies ahead
• One Team: Collaborating cross functionally to achieve enterprise-wide results
• Be Bold: Respectfully speaking up, exchange feedback, and boldly sharing ideas without fear
• It's on Me: Taking accountability for safety and own actions, behaviors, and results
• Winning with Integrity: Having a relentless desire to win and doing it win integrity
• Service Expertise: Acting as end-user advocates
• 3rd Party Management Expertise: Building and maintaining stakeholder relationships
• Implementation Skill: Getting things done
• Startup Expertise: Can build from scratch
• Data Expertise: Understands data and able to accurately operate
• Change Expertise: Simplifies the complex
• Excellence Expertise: Identifies opportunities for further change
• Leadership Expertise: Removes barriers to drive performance
• Functional Expertise: Possesses In-depth knowledge of certain functions

NOTE: This is a NIGHT SHIFT SCHEDULE.
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 to feel they belong to one General Motors team.
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Non-Discrimination and Equal Employment Opportunities (U.S.)
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 providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.
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.
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.
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