People Services Center Analyst

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. 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.

Additional Description
Your Skills & Abilities (Required Qualifications)

• 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.

What Will Give You A Competitive Edge (Preferred Qualifications)

• 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.

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
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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. 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 [email protected] 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.