설명
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 cases and activities being handled by People Services professionals, which are received from various business units, 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 received via calls or emails. Prioritizing and working on requests according to nature, urgency, and impact. Monitoring of personal queues and aging cases. Following established processes for calls and case handling, 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 HR Representatives, Employees, and People Leaders 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 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, and safety. Maintaining and updating job aids and standard operating procedures knowledgebase.
- Project Participation: Participating in project teams and system testing for performance improvement and initiatives.
- Operational Efficiency: Complying with the Global service level agreement, GM Corporate policies, and external regulatory requirements. Maintaining confidentiality of employee information according to established practice. Performing based on the approved guidelines and job aids. Performing peer check / post audit escalated issues and post audit.
- 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, SAP, Case Management Systems, Knowledge Base Systems, Avaya Telephones, Employee Portals, Dashboard and Reporting Tools, and other HR Management Systems and Tools
- Above average English communication skills – articulation and clarity of thought
- Experience managing documentation of business processes including specifications, test scripts, training material, and change control.
- Excellent written and verbal proficiency in various languages, depending on the specific requirements (e.g. English, Korean, Mandarin).
- Bachelor’s Degree in Human Resources, Business Administration, or related field
- Willingness to work flexible schedules, change in start times, holidays and weekends
- Willingness to work on night shift, from 8:00 PM to 5:00 AM / 9:00 PM to 6:00 AM
- Willingness to work in a hybrid environment
- Willingness to rotate job functions within People Services in 6 months to 1 year
What Will Give You A Competitive Edge (Preferred Qualifications)
- Experience with call handling for 1 year in a Shared Services / Contact Center environment, but fresh graduates with desire to learn and grow horizontally & vertically with GM are welcome
- US and Canada Payroll processing experience
- Experience working with a diverse and multi-cultural team
- Experience working for a multinational organization and working with colleagues internationally are preferred
- 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
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)
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숙소 (미국 및 캐나다)
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