Job 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 (8pm to 5am). This means the successful candidate is expected to report to GM Philippines office three times per week or other frequency dictated by the business.
The Role
As an Onboarding Journey Analyst you will help deliver a consistent timely and candidate-centered onboarding experience for new hires supported by the Manila People Services Center. You will manage operational onboarding activities across connected HR systems and partner teams helping move each candidate from offer acceptance through background-check completion identity and access readiness equipment coordination and Day 1 preparation.
You will work within defined processes and service-level expectations while applying sound judgment to resolve non-routine cases. The role requires strong attention to detail clear communication effective case ownership and the ability to coordinate across Talent Acquisition HR hiring managers IT security background-screening partners and other People Services teams.
What Youll Do
- Manage onboarding cases and tasks from intake through resolution ensuring actions decisions and outcomes are accurately documented.
- Support onboarding general inquiries through available channels including case support call chat email and other approved service channels.
- Provide clear professional and timely communication to candidates Talent Acquisition Partners hiring managers HR partners and internal support teams.
- Monitor onboarding progress and outstanding actions across Serval ServiceNow Workday HireRight and related tools.
- Process and follow up on background-check activities including reviewing case statuses requesting missing information or documents coordinating next steps and escalating potential conflicts or exceptions through the appropriate channels.
- Review background-check results against the applicable job requirements and process guidance while escalating policy compliance or business-judgment questions to the appropriate team.
- Complete accurate Workday updates and downstream onboarding actions based on approved process requirements and background-check outcomes.
- Monitor candidate and new-hire tasks including identity and access steps documentation equipment or asset requests orientation activities and Day 1 readiness milestones.
- Investigate issues that affect onboarding timing candidate experience or start-date readiness; coordinate with partner teams to drive resolution and prevent avoidable delays.
- Apply standard work knowledge articles templates and escalation paths consistently while identifying when a case falls outside the documented process.
- Maintain accurate case notes trackers and supporting records so that work is auditable and handoffs are clear.
- Meet established service level quality productivity and customer-experience expectations.
- Identify recurring issues data-quality concerns and process gaps; recommend improvements that support simplification automation self-service and better operational visibility.
- Participate in process updates testing training knowledgebase reviews readiness activities and hypercare support for onboarding journey releases.
- Support cross-training and business-continuity activities as the Manila PSC expands its coverage of Employee Journeys and related People Services work.
Your Skills & Abilities (Required Qualifications)
- Bachelors degree in Human Resources Business Administration Psychology Operations or a related discipline; equivalent relevant experience may be considered.
- Experience in HR operations shared services onboarding recruiting operations background screening employee services case management or a related service environment.
- Strong attention to detail and the ability to handle confidential employee and candidate information appropriately.
- Demonstrated ability to manage multiple cases deadlines and priorities while maintaining accurate records.
- Ability to interpret documented procedures apply process requirements consistently and escalate exceptions appropriately.
- Strong written and verbal communication skills with the ability to communicate clearly with candidates managers HR partners and cross-functional teams.
- Working knowledge of Microsoft Office or equivalent productivity tools including email spreadsheets and document-management applications.
- Willingness and ability to learn and use HR and service-management systems such as Workday ServiceNow Serval HireRight and related tools.
- Ability to work effectively in a high-volume metric-driven environment that may require coverage across global time zones.
- Commitment to providing respectful inclusive and timely service throughout the onboarding experience.
What Will Give You A Competitive Advantage (Preferred Qualifications)
- Experience supporting onboarding or background-investigation processes for salaried and hourly populations.
- Experience with Workday business processes ServiceNow HR case management Serval or other employee-journey platforms and HireRight or another background-screening provider.
- Experience supporting global or multi-country HR operations including work with country-specific requirements.
- Familiarity with identity and access management IT asset fulfillment orientation coordination or Day 1 readiness activities.
- Experience analyzing case volumes service-level performance root causes defects or customer feedback.
- Experience participating in user acceptance testing process transitions hypercare knowledge management automation or continuous-improvement initiatives.
Key Behaviors for Success
- Customer focus: Creates a clear supportive and professional experience for candidates new hires managers and partners.
- Ownership: Takes responsibility for cases and follows through until the next action or final resolution is clear.
- Collaboration: Builds effective working relationships across People Services Talent Acquisition HR IT security and other partner teams.
- Judgment: Distinguishes routine work from exceptions and escalates sensitive or high-risk matters through the correct path.
- Operational discipline: Follows standard work meets service commitments and maintains accurate documentation.
- Continuous improvement: Looks beyond the individual case to identify recurring friction data issues and opportunities to simplify or automate work.
- Adaptability: Learns new systems and processes quickly as the Employee Journeys capability evolves.
Measures of Success
Success in this role will be demonstrated through:
- Timely and accurate completion of assigned onboarding cases and tasks.
- Effective monitoring and resolution of background-check and onboarding exceptions.
- Accurate system updates and complete case documentation.
- Strong service-level quality productivity and customer-experience results.
- Clear communication and effective handoffs with candidates and partner teams.
- Reduced avoidable delays repeat contacts and unresolved onboarding issues.
Meaningful contributions to testing knowledge improvements automation readiness and process optimization.
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.
Non-Discrimination and Equal Employment Opportunities
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.
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.
Accommodations
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 or call 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.
Required Experience:
IC
Employment Type : Full-Time
Experience: years
Vacancy: 1
