Descrição
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 on night shift. 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, 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
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Bachelor’s Degree
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
Informações sobre diversidade
A General Motors está comprometida em ser um local de trabalho que não só é livre de discriminação ilegal, como estimula verdadeiramente a inclusão e integração. Acreditamos enfaticamente que a diversidade na força de trabalho cria um ambiente no qual nossos colaboradores podem crescer e desenvolver melhores produtos para nossos clientes. Incentivamos os candidatos interessados a analisar as principais responsabilidades e qualificações de cada função e a se candidatar a qualquer cargo que corresponda a suas habilidades e capacidades. Os candidatos no processo de recrutamento podem, quando aplicável, ser solicitados a concluir com sucesso uma ou mais avaliações relacionadas à função e/ou uma seleção pré-emprego antes de iniciar o emprego. Para saber mais, acesse Como contratamos.
Declaração de Igualdade de Oportunidades de Emprego (EUA)
A General Motors tem orgulho de ser um empregador que oferece oportunidades iguais. Todos os candidatos qualificados serão considerados para o emprego, independentemente de raça, cor, religião, sexo, orientação sexual, identidade de gênero, origem nacional, deficiência ou status como veterano protegido.
Adaptações (EUA e Canadá)
A General Motors oferece oportunidades a todos os candidatos a emprego, incluindo pessoas com deficiências. Se você precisa de uma adaptação razoável para ajudá-lo na sua pesquisa de cargos ou solicitação de emprego, fale conosco pelo e-mail Careers.Accommodations@GM.com ou pelo telefone 800-865-7580. No seu e-mail, inclua uma descrição da adaptação específica que você está solicitando assim como o nome do cargo e o número de requisição do cargo ao qual está se candidatando.