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Transportation Services Analyst

  • Ubicación
    • Taguig City, National Capital Region (Manila)
  • Cronograma Full time
  • Publicado

Descripción

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

Responsible for processing day-to-day email and phone cases related to Travel and Expense which are received from various business units from 20 countries that we handle, be it employee and non-GM employee who need our support. Responsible for supporting the team in the execution of other tasks.

What You'll Do

  • Processing of cases assigned through Siebel. Prioritizing and working on requests according to nature, urgency, and impact. Monitoring of personal queues and aging cases
    • CCA – cases related to travel and expense
  • Answering/Processing phone call inquiries and voicemails (CCA)
  • Following established processes for timely case handling and issue resolution including logging and documenting all inquiries into the case management tool, consulting knowledge resources, and escalating the case to other tiers and following through resolution
  • Communication with employees who have been found to have expense report discrepancies
  • Serving as the single point of contact for employees and be responsible for query resolution
  • Ensuring high-quality standards for all tasks assigned.
  • Adhering to service level agreements (SLAs) established for case management.
  • Referring to the Senior Analyst-Team Lead and Transportation Services Supervisor for cases that need escalation
  • Suggesting process improvements necessary for operational efficiencies and service excellence to drive quality, speed, and safety
  • Maintaining and updating job aids and standard operating procedures knowledgebase.
  • Complying with the Master Process, Global Travel and Expense policy, Global Service Level Agreement, GM Corporate Policies, external regulatory requirements and performing based on the approved desktop procedures and job aids. Maintaining confidentiality of employee information according to established practice
  • Strive to achieve the targets for our metrics (NPS, CSAT, QA Scores, Resolution Rates)

[Additional Description]

Your Skills & Abilities (Required Qualifications)

  • Bachelor's degree

  • Good communication skills

  • Willingness to work on night shift and hybrid work arrangement

What Will Give You A Competitive Edge (Preferred Qualifications)

  • Preferably with hands on experience in Travel and Expense related tasks, Concur, Workday, Case Management Systems, Knowledge Base Systems, Avaya Telephones, CC Pulse, ESS Jeonsoft, Dashboard and Reporting Tools, and other HR Management Systems and Tools
  • Experience creating/updating documentation of business processes including specifications, training material, and security & change control

Información sobre diversidad

General Motors se compromete a ser un lugar de trabajo en el cual no solo no haya discriminación indebida, sino que fomente con sinceridad la inclusión y el sentido de pertenencia. Creemos firmemente que la diversidad del personal crea un entorno en el cual nuestros empleados pueden prosperar y desarrollar mejores productos para nuestros clientes. Instamos a los candidatos interesados a que revisen las responsabilidades y aptitudes clave para cada puesto y se postulen para los puestos que coincidan con sus habilidades y capacidades. Es posible que, cuando corresponda, se les pida a los solicitantes que están en el proceso de contratación que completen satisfactoriamente una o más evaluaciones relacionadas con su función y/o una evaluación previa al empleo antes de comenzar a trabajar.  Para obtener más información, visite Cómo contratamos.

Declaración de igualdad de oportunidades en el empleo (EE.UU.)

General Motors se enorgullece de ser un empleador que ofrece igualdad de oportunidades.  Todos los solicitantes calificados serán tenidos en cuenta para el empleo sin distinción de raza, color, religión, sexo, orientación sexual, identidad de género, nacionalidad, discapacidad o condición de veterano protegido. 

Adecuaciones (EE.UU. y Canadá)

General Motors ofrece oportunidades a todos los solicitantes de empleo, incluyendo las personas con discapacidades. Si necesita una adecuación razonable para ayudarle con su búsqueda o solicitud de empleo, envíenos un correo electrónico a Careers.Accommodations@GM.com o llámenos al 800-865-7580. En su correo electrónico, incluya una descripción del puesto específico que está solicitando, así como el título del empleo y el número de solicitud del puesto que está solicitando.

 

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