People Services Analysts

The People Services Analyst is an individual contributor within the Manila People Services Center (PSC), operating on the night shift to deliver continuous HR operational support across North and Latin America. This role is responsible for executing accurate and timely data transactions in Workday, supporting Benefits administration, and generating HR reports in alignment with established SLAs and quality standards. The Analyst works as part of a collaborative backend processing team and serves as a key point of contact for Spanish-speaking HR partners and employees, enabling seamless cross-regional service delivery.

What You'll Do

Workday Data Management

• Execute assigned Workday tasks within established SLA windows, including but not limited to: onboarding and offboarding transactions, job and position changes, pay group assignments, government ID updates, service date edits, and international assignment (IA/localization) actions

• Monitor Workday inboxes and ServiceNow queues; process, route, or escalate cases as appropriate

• Perform data validation and peer-check tasks to ensure accuracy and First Time Resolution (FTR)

• Support EIB (Enterprise Interface Builder) uploads and other mass data actions as directed

• Follow Standard Operating Procedures (SOPs) and Knowledge Articles for all transaction types; flag discrepancies or gaps for Team Leader review

Benefits Administration Support

• Support Benefits-related data tasks including benefit driver entry, disability administration (e.g., Canada S&A papers process), and benefit continuation processing tied to employee lifecycle events

• Coordinate with Benefits COE partners and HR to ensure timely completion of benefit-related Workday tasks for North and Latin American populations

• Process and track cases through ServiceNow, escalating complex or time-sensitive situations as needed

HR Reporting

• Generate scheduled and ad hoc HR administration reports (e.g., manpower reports, absenteeism reports, overtime reports, headcount reports) in accordance with established run schedules and SLA requirements

• Distribute reports accurately to stakeholders via defined channels; maintain records of report execution

• Identify and flag data anomalies or reporting discrepancies to the Team Leader or relevant HR partner

• Serve as the primary Spanish-language point of contact for HR partners and employees in North and Latin American markets

• Process GDM transactions and HR tasks specific to the North and Latin American business processes, in coordination with PSC and local HR teams

• Support offboarding, onboarding, and lifecycle Workday tasks relevant to North and Latin American populations, adapting to regional process nuances and regulatory requirements

• Communicate proactively with HR partners in Spanish to clarify task requirements, provide status updates, and resolve issues

Quality, Compliance & Continuous Improvement

• Maintain high accuracy and quality scores across all work product; actively participate in quality audit processes

• Adhere to schedule, attendance, and availability standards for the night shift, supporting continuity of service for time-zone-dependent stakeholders

• Contribute to knowledge base updates and SOP documentation

• Identify process inefficiencies and share improvement ideas with the Team Leader

Systems & Tools

• HRIS: Workday

• Case Management: ServiceNow

• Reporting: Microsoft Excel, SharePoint, Tableau (as applicable)

• Collaboration: Microsoft Teams, Outlook, SharePoint

Your Skills & Abilities (Required Qualifications)

• Bachelor's degree in Human Resources, Business Administration, or a related field, or equivalent work experience

• Fluency in English (written and verbal) — required for stakeholder engagement

• Ability to work on a fixed night schedule in alignment with North or South America business hours

• Strong attention to detail and commitment to data accuracy in a high-volume processing environment

• Effective written and verbal communication skills; able to interact professionally with HR partners across geographies

• Proficiency with Microsoft Office tools, particularly Excel and Outlook

What Will Give You A Competitive Edge (Preferred Qualifications)

• Prior experience in an HR Shared Services, People Services Center, or HR Operations environment

• Working knowledge of Workday HCM and ServiceNow case management

• Familiarity with North and South America HR processes, labor practices, or employee lifecycle workflows

• Experience supporting Benefits administration or HR data management processes

• Comfort working with reports and structured data

GM Behaviors

All analysts are expected to consistently demonstrate GM's core behaviors:

• Own the Outcome — Takes accountability for case quality and timely resolution; follows through on assigned tasks without requiring close supervision

• Move with Urgency — Responds to time-sensitive requests promptly; meets SLA commitments even during peak volume periods

• Be Inclusive — Adapts communication style to serve a diverse, multilingual employee and HR partner population

• Speak Fearlessly — Raises concerns, questions, or errors quickly and transparently to Team Leader or peers

• Win with Integrity — Handles sensitive HR and employee data with discretion, confidentiality, and compliance