People Service Center Analyst - VPP

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 GM Philippines office three times per week or other frequency dictated by the business.

The Role

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

Responsible for the administration of day-to-day Services calls, cases and activities being handled by People, 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.

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 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.

Your Skills & Abilities (Required Qualifications)

Bachelor’s degree in human resources, Business Administration, or related field.

Experience in HR shared services or call handling environment is an advantage.

Strong communication and interpersonal skills. Willing to receive phone inquiries for a majority of the work hours.

Ability to manage multiple priorities in a fast-paced environment.

Proficiency in case management tools and HR systems.

High attention to detail and commitment to confidentiality.

Willing to work night shift

What Will Give You A Competitive Edge (Preferred Qualifications)

Post-graduate degree.

Experience in a contact center or shared service environment

Familiarity with HR compliance standards and service delivery metrics.

#J-18808-Ljbffr