Descripción
Work Arrangement: This role is categorized as hybrid on night shift. 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
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, call-handling, with specialized skills and subject matter expertise. 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
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Deliver excellent customer experience in Human Resource Services query resolution aligned to People Services service centers’ culture and aspirations
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Focus on Benefits and Payroll processes with high attention to detail and 100% accuracy in all deliverables
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Acts as a reliable, responsive point of contact for employees and other Benefits and Payroll stakeholders, while maintaining effective communications and follow-through
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Responsible for query resolution by utilizing tools, desk procedures and any other reference material that may exist as a knowledge base
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Strictly follows established processes for case management and issue resolution, including logging and documenting all inquiries into the case management tool
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Responsible for monitoring tasks before due date to avoid delays in the process
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Adheres to established regulations, processes, procedures, plans and systems
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Prepares daily required reports to monitor priorities for the day
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Maintain and update process documents/ desktop procedures
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Ensures high-quality standards for all activities, initiatives, and tasks
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Adheres to all Service Level Agreements (SLAs) established by the Shared Services Center for Case Management
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Maintains confidentiality of department and employee information according to established practice
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Knows, understands, incorporates and demonstrates the vision and values of General Motors in behaviors, practices and decisions
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Responsible for query resolution by utilizing tools, desk procedures and any other reference material that may exist as a knowledge base
-
Strictly follows established processes for case management and issue resolution, including logging and documenting all inquiries into the case management tool
-
Responsible for monitoring tasks before due date to avoid delays in the process
-
Adheres to established regulations, processes, procedures, plans and systems
-
Prepares daily required reports to monitor priorities for the day
-
Maintain and update process documents/ desktop procedures
-
Ensures high-quality standards for all activities, initiatives, and tasks
-
Adheres to all Service Level Agreements (SLAs) established by the Shared Services Center for Case Management
-
Maintains confidentiality of department and employee information according to established practice
-
Knows, understands, incorporates and demonstrates the vision and values of General Motors in behaviors, practices and decisions
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Duties, responsibilities and activities may change at any time with or without notice
[Additional Description]
Your Skills & Abilities (Required Qualifications)
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Can read and write English fluently
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Good communication skills
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Experience in inbound call-handling / taking in calls in a BPO / Shared Services set-up for 2 years
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Experience with customer support: customer interactions, addressing escalations
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Willingness to be cross-trained to different departments
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Ability to handle multiple tasks, meet established deadlines and, with composure, work in a face paced work environment
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Attention to detail, using judgment, data analysis, experience, knowledge and independent thinking abilities
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Willingness working in fast-moving, dynamic working environment
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Ability to organize and prioritize workload
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Can manage stressful situations without affecting work and relationship with Lead / Colleagues
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Willingness to work hybrid on night shift
What Will Give You A Competitive Edge (Preferred Qualifications)
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Good quantitative and analytical skills
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Creative problem-solving skills
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Strong collaboration and teamwork skills
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Experience in handling different HR shared services processes like Benefits and Payroll
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.
