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Vehicle Purchase Program (VPP) Analyst

  • Localização
    • Taguig City, National Capital Region (Manila)
  • Tipo de trabalho Full time
  • Postou
  • Job Requisition JR-202615275

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 position 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) as dictated by the business.

The Role

As part of GM’s Global Business Solutions (GBS) Sales, Service & Marketing organization, you will focus on executing operational and tactical tasks. You will be customer-facing and responsible for handling customer interactions while leveraging specialized skills and subject matter expertise. You will apply core contact center concepts, maintain a strong understanding of business processes, tools, systems, and policies, and deliver a high-quality customer experience through accurate, compliant, and efficient service.

What You'll Do

  • Deliver an excellent customer experience through timely and accurate resolution of Vehicle Purchase Program (VPP) inquiries, aligned to VPP service standards and customer experience goals

  • Support VPP-related processes with high attention to detail and accuracy in all deliverables

  • Act as a reliable and responsive point of contact for employees, dealers, retirees, eligible participants, and other VPP stakeholders while maintaining effective communication and follow-through

  • Resolve inquiries by utilizing available tools, desk procedures, program guidelines, and other reference materials within the knowledge base

  • Strictly follow established processes for case management and issue resolution, including logging and documenting all inquiries in the case management tool

  • Monitor open tasks and cases before due dates to avoid delays in processing and resolution

  • Adhere to established regulations, policies, procedures, plans, and systems related to VPP administration

  • Prepare required daily reports to monitor priorities, aging cases, and operational needs for the day

  • Maintain and update process documents and desktop procedures to support VPP operations

  • Ensure high-quality standards for all activities, initiatives, and tasks

  • Adhere to all Service Level Agreements (SLAs) established for VPP case management and customer support

  • Maintain confidentiality of employee, customer, dealer, and department information according to established practices

  • Know, understand, incorporate, and demonstrate the vision and values of General Motors in behaviors, practices, and decisions.

Your Skills & Abilities (Required Qualifications)

  • Bachelor's degree graduate in any field

  • Can read and write English fluently

  • Good communication skills

  • Ability to handle multiple tasks, meet established deadlines, and work with composure in a fast-paced environment

  • Strong attention to detail, with the ability to use judgment, data analysis, experience, knowledge, and independent thinking

  • Willingness to work in a fast-moving, dynamic environment

  • Ability to organize and prioritize workload effectively

  • Ability to manage stressful situations without affecting work quality or relationships with leads and colleagues

  • Amenable to working night shift

What Will Give You A Competitive Edge (Preferred Qualifications)

  • Experience taking calls in a BPO, RPO, shared services, or contact center environment

  • Experience in customer support, including customer interactions and handling escalations

  • Experience supporting Vehicle Purchase Program (VPP), dealer support, customer assistance, or case management operations is a plus

  • Experience working with cross-functional stakeholders and internal business partners is a plus

  • Spanish-speaking analyst preferred

  • Willingness to be cross-trained across different functions or departments

  • Good quantitative and analytical skills

  • Creative problem-solving skills

  • Strong collaboration and teamwork skills

  • Duties, responsibilities, and activities may change at any time with or without notice

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 [email protected] 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.