Spanish Bilingual People Services Team Leader

描述

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.

The Role

The Spanish Bilingual Team Leader is a people leader within the Manila People Services Center (PSC), responsible for guiding a team of Analysts delivering HR operational support across North America and Latin America on the night shift. This role serves as the subject matter expert (SME) for Workday data management, Benefits administration, and HR reporting, and is the primary escalation point and coach for analysts in these service lines.

In addition to leading day-to-day operations, the Team Leader plays a critical role in bridging the Manila PSC with HR partners and PSC, leveraging bilingual English/Spanish fluency to enable effective collaboration, issue resolution, and process alignment across regions.

What You'll Do

Team Leadership & Coaching

• Provide day-to-day direction to a team of GDM Analysts; assign work, monitor queues, and ensure SLA adherence across Workday, Benefits, and HR Reporting service lines

• Coach analysts on process execution, case quality, and escalation judgment; conduct regular 1:1s and provide ongoing performance feedback

• Support onboarding and upskilling of new team members; serve as SME and go-to resource for complex or ambiguous cases

• Monitor team performance through ServiceNow dashboards and quality audit results; identify trends and address gaps proactively

• Partner with the Supervisor to prepare for and participate in performance calibration discussions

Subject Matter Expertise (SME)

• Serve as the primary SME for GDM Workday task execution, including onboarding/offboarding transactions, job changes, pay group assignments, international assignment (IA) and localization actions, government ID updates, and EIB processing

• Act as SME for Benefits data management tasks, including benefit driver entry, disability administration (e.g., Canada S&A papers), and benefit continuation processing

• Own expertise in scheduled and ad hoc HR reporting (e.g., manpower, absenteeism, overtime, and headcount reports), ensuring accuracy and timely delivery

• Review and validate complex or sensitive transactions before submission; provide peer-check oversight for the team

• Maintain and update Knowledge Articles and Standard Operating Procedures (SOPs); ensure the team is current on process changes

Partnership & Bilingual Support

• Serve as the bilingual (English/Spanish) point of contact for HR partners, People Operations, and PSC for related inquiries, escalations, and coordination

• Lead or support region specific process migrations, transitions, and go-live activities in partnership with Foundations Enablement and the PSC Operations team

• Facilitate communication between Manila analysts and regional stakeholders, translating process nuances and regional requirements into actionable team guidance

• Represent the Manila GDM team in governance calls, cross-site syncs, and stakeholder forums as needed

​Operational Oversight

• Monitor daily volumes, SLA performance, and staffing coverage for the night shift; escalate risks to the Supervisor in a timely manner

• Coordinate with Workforce Management (WFM) on scheduling, shift coverage, and volume forecasting inputs

• Identify recurring errors or process gaps; drive root cause analysis and implement corrective actions

• Support continuous improvement initiatives, including input on ServiceNow enhancements, Workday Change Requests (WCRs), and automation opportunities

​Stakeholder Communication

• Communicate proactively with COE partners, HR Business Partners, and PSC stakeholders on case status, process changes, and operational risks

• Translate business requirements and policy updates into clear team-level instructions and updated SOPs

• Represent the team in cross-functional discussions and operational forums, bringing data-backed insights and recommendations

Systems & Tools

• HRIS: Workday

• Case Management: ServiceNow

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

• Collaboration: Microsoft Teams, Outlook, SharePoint

Your Skills & Abilities (Required Qualifications)

• Fluency in both English and Spanish (written and verbal) — required for stakeholder engagement and bilingual team support

• Minimum 2–3 years of experience in HR Shared Services, HR Operations, or a People Services Center environment, with demonstrated expertise in GDM, Workday transactions, or HR data management

• Prior experience in a team lead, senior analyst, or SME capacity, with demonstrated ability to coach others and resolve complex cases

• Strong working knowledge of Workday HCM transaction processing and ServiceNow case management

• Ability to work on a fixed night shift schedule in alignment with GMNA and LATAM business hours

• Excellent communication and interpersonal skills; able to effectively manage up, across, and down in a matrixed, multicultural environment

• High attention to detail and a commitment to quality and data integrity

What Will Give You A Competitive Edge (Preferred Qualifications)

• Experience supporting HR processes across LATAM markets (Mexico, Colombia, Argentina, Chile, Peru, Ecuador, or similar)

• Familiarity with Benefits administration processes, including disability or leave-related data management

• Experience generating and distributing HR reports using Excel, SharePoint, or reporting tools

• Exposure to process improvement methodologies (e.g., Lean, Six Sigma) or knowledge management practices

• Experience participating in migrations, process transitions, or system go-lives

Leader Expectations

This role is expected to:

• Apply deep functional expertise in GDM, Workday, Benefits, and HR Reporting to guide team execution and resolve escalations independently

• Lead a team with accountability for output quality, SLA performance, and analyst development — receiving general direction from the Supervisor rather than detailed task-level guidance

• Build strong working relationships with COE partners and cross-site PSC counterparts, including PSC LATAM

• Contribute meaningfully to knowledge management, process documentation, and continuous improvement efforts

• Model GM Behaviors for the team and foster a psychologically safe, high-performance environment

GM Behaviors

All Manila PSC leaders are expected to consistently demonstrate GM's core behaviors, with particular emphasis on:

• Own the Outcome — Takes accountability for team results and case quality; diagnoses root causes and drives solutions without waiting to be directed

• Lead as One Team — Bridges Manila and LATAM operations; collaborates across sites, COEs, and HR Tech to drive alignment and shared outcomes

• Be Inclusive — Creates an environment where analysts of all backgrounds feel supported; leverages bilingual fluency to ensure LATAM partners feel heard and served

• Speak Fearlessly — Surfaces risks, gaps, and improvement ideas to leadership proactively and with data

• Move with Urgency — Keeps the team focused on SLAs and timely resolution, especially during peak volume or go-live periods

Renseignements sur la diversité

General Motors est résolue à être un lieu de travail qui est non seulement exempt de discrimination illégale, mais aussi un endroit qui favorise véritablement l'inclusion et l'appartenance. Nous sommes convaincus que la diversité de la main-d'œuvre permet de créer un environnement dans lequel nos employés peuvent s'épanouir et développer de meilleurs produits pour nos clients. Nous encourageons les candidats intéressés à consulter les principales responsabilités et compétences requises pour chaque rôle et à postuler à tout poste qui leur correspond. Dans le cadre du processus de recrutement, les candidats peuvent devoir, le cas échéant, réussir une évaluation liée au poste ou une présélection d'emploi avant d'être embauchés.  Pour en savoir plus, consultez notre processus de recrutement.

Déclaration concernant l'égalité d'accès à l'emploi (É.-U.)

General Motors est fière d'être un employeur souscrivant au principe de l'égalité d'accès à l'emploi.  Tous les candidats qualifiés seront pris en compte, sans égard à la race, à la couleur, à la religion, au sexe, à l'orientation sexuelle, à l'identité de genre, à l'origine ethnique, aux situations de handicap ou au statut protégé d'ancien combattant. 

Aménagements (É.-U. et Canada)

General Motors offre des occasions à tous les chercheurs d'emploi, y compris les personnes handicapées. Si vous avez besoin d'un accommodement raisonnable pour vous aider dans votre recherche d'emploi ou la soumission de votre candidature, envoyez-nous un courriel à l'adresse [email protected] ou appelez-nous au 800 865-7580. Veuillez inclure dans votre courriel une description spécifique du type d'accommodement demandé, ainsi que le titre d'emploi et le numéro de demande du poste auquel vous postulez.