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People Services Supervisor

  • 위치
    • Taguig City, National Capital Region (Manila)
  • 일정 Full time
  • 게시됨

설명

Identified leader will provide expertise to the team in all areas within respective function. Responsible for the supervision of a team of professionals handling the day-to-day Operations activities; cross function with Global Services Delivery Teams and stakeholders to the success of the business.

[Additional Description]

Duties:

  • Responsible for the supervision of People Services professionals handling the day-to-day activities and performance, what includes the migration of these activities to the agreed GBS SSC site.
  • Responsible for the execution of:
    • People Management: Managing of daily operations and activities of the team. Conducting performance appraisal discussions. Coaching and mentoring direct reports as needed. Implementing developmental plans, rewards and recognition, disciplinary actions, etcetera. Monitoring of performance improvements and milestones.
    • Continuous Improvement: Developing and recommending process improvements necessary for operational efficiencies and service excellence to drive quality, speed, and safety. Evaluating peer check / post audit results and providing recommendations on how to improve quality and engage concerned teams in achieving improvement goals. Conducting meetings with stakeholders to align process gaps based on escalated issues and post audit results. Ensuring that the Business Plan Deployment (BPD) Wall is periodically updated to ensure proper and timely communication of business plans and its results.
    • Project Management: Organizing project teams for performance improvement and initiatives. Monitoring and ensuring compliance to project plans based on the standards set.
  • Relationship Management: Coordinating closely with other concerned teams within People Services, GBS, and counterparts in various countries. Initiating meetings with stakeholders and managing projects related to process improvements. Contributing to the implementation of projects relating to quality improvements and service excellence. Representing People Services in programs / activities that require related expertise and decision making. Interacting with internal / external related parties such as but not limited to Business Units, GMAS and SOX Auditors, and HR Representatives.
    • Operational Efficiency: Performing operational monitoring activities. Serving as information source for routine and non-routine questions on the floor. Monitoring transactions of team and conducting periodic check of the performance of the Team Leads / Case Managers. Ensuring that the team members comply with the Global service level agreement, GM Corporate policies, and external regulatory requirements. Ensuring that the team performs based on the approved guidelines and job aids. Random monitoring on peer-checked transactions by the team members to ensure accuracy of the peer check and post audit process. Preparing of schedules aligned with forecast volume taking into account all planned leaves, holiday schedules / shutdown in other countries.
    • Complaint Management: Ensuring timely resolution of direct reports and clients’ issues and concerns. Escalating of complex transactions to the Shared Service Center Operations Manager and / or concerned teams, as applicable.

Knowledge Requirements:

  • Hands on experience working with and proficiency in PeopleSoft HR, 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 including specifications, test scripts, training material, and change control.

Experience / Education:

  • Bachelor’s Degree in Human Resources, Business Administration, or related field is required 
  • Management experience for minimum of 3 years in a Shared Services / Contact Center environment
  • Management experience in handling a diverse and multi-cultural team
  • Experience working for a multinational organization and working with colleagues internationally are preferred

Skills and Key Competencies:

Demonstration of, at least some, if not all the GM Behaviors:

  • Think Customer: Considering the customers’ needs in everything that’s being done
  • Innovate Now: Seeing things not as they are but as they could be
  • Look Ahead: Making decisions now with long term view in mind and anticipating what lies ahead
  • One Team: Collaborating cross functionally to achieve enterprise-wide results
  • Be Bold: Respectfully speaking up, exchange feedback, and boldly sharing ideas without fear
  • It’s on Me: Taking accountability for safety and own actions, behaviors, and results
  • Winning with Integrity: Having a relentless desire to win and doing it win integrity

Possession of, at least some, if not all the GBS Skills Clusters:

  • Service Expertise: Acting as end-user advocates
  • 3rd Party Management Expertise: Building and maintaining stakeholder relationships
  • Implementation Skill: Getting things done
  • Startup Expertise: Can build from scratch
  • Data Expertise: Understands data and able to accurately operate
  • Change Expertise: Simplifies the complex
  • Excellence Expertise: Identifies opportunities for further change
  • Leadership Expertise: Removes barriers to drive performance
  • Functional Expertise: Possesses In-depth knowledge of certain functions

Important : Candidates must be willing to work onsite on night shift.

다양성 정보

General Motors는 법적으로 금지된 차별을 배제하는 것은 물론 포용성과 소속감을 진정으로 장려하는 직장이 되기 위해 노력하고 있습니다. 당사는 다양성이 보장되는 환경에서 직원들이 역량을 발휘하고 우리 고객을 위한 더 좋은 제품을 개발할 수 있다고 믿습니다. 따라서 입사에 관심 있는 사람이 있다면 포지션별 주요 업무와 자격을 확인하고 본인이 보유한 기술과 능력에 부합하는 모든 포지션에 적극적으로 지원하기를 장려합니다. 지원자는 채용 과정에서 역할 관련 평가(해당하는 경우) 및/또는 채용 전 스크리닝을 통과해야 합니다.  자세한 정보는 GM 채용 과정 안내를 참고하십시오.

공평한 취업 기회 선언 (미국)

General Motors는 공평한 기회를 제공하는 고용주임을 자부합니다.  자격을 만족하는 지원자는 인종과 피부색, 성별, 성적 지향, 성별 정체성, 국적, 장애, 재향 군인 보호법 적용 여부와 상관없이 채용 후보로서 심사를 받습니다. 

숙소 (미국 및 캐나다)

General Motors는 장애인을 포함한 모든 구직자들에게 취업 기회를 제공합니다. 구직이나 취업 지원에 도움이 되는 합리적인 숙소가 필요한 경우 Careers.Accommodations@GM.com으로 이메일을 보내시거나 800-865-7580으로 전화주십시오. 이메일에, 귀하가 요청하는 특정한 숙소에 대한 설명과 귀하가 지원하는 직무와 채용 요청서 번호를 포함해주세요.