Saltar al contenido principal

People Services Center 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

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

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

    Responsible for the execution of:
  • 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) ​​  

  • 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.
  • 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

What Will Give You A Competitive Edge (Preferred Qualifications)  

  • 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.
  • 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

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.

 

Quienes somos

Two GM employees talking in hallway

Our Culture

Working at GM

Driven by innovation and creating an environment to inspire, we embrace the responsibility to make our world better, safer and more equitable for all

A mother and two children spend quality time together in their backyard after work

Total Rewards

A better tomorrow begins with you

From day one, we’re looking out for your well-being— at work and at home— so you can focus on realizing your ambitions

Únete a la comunidad de talentos

Conozca las próximas oportunidades profesionales y eventos en Pendulum

Únete ahora
A scene of people in an office

Únete a la comunidad de talentos

Somos ambiciosos. Estamos comprometidos. Y traemos la pasión de la vida al trabajo. Comuníquese con nosotros para obtener más información sobre cómo comenzar su carrera en GM.

Buscar Oportunidades de Carrera Únete a nuestra Comunidad de Talento
Join Talent Community
2023 WME 4X White Linkedin Top Companies Logo White 2024 Diversityinc Award Just Award Bloomberg Award Readers Choice Awards