Description
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 GM Philippines 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
- Deliver excellent customer experience in Human Resource Services query resolution aligned to People Services service centers' culture and aspirations
- Focus on Benefits and Payroll processes with high attention to detail and 100% accuracy in all deliverables
- Acts as a reliable, responsive point of contact for employees and other Benefits and Payroll stakeholders, while maintaining effective communications and follow-through
- 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
- 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
- Duties, responsibilities and activities may change at any time with or without notice
Additional Description
Your Skills & Abilities (Required Qualifications)
- Can read and write English fluently
- Good communication skills
- Experience in inbound call-handling / taking in calls in a BPO / Shared Services set-up for 2 years
- Experience with customer support: customer interactions, addressing escalations
- Willingness to be cross-trained to different departments
- Ability to handle multiple tasks, meet established deadlines and, with composure, work in a face paced work environment
- Attention to detail, using judgment, data analysis, experience, knowledge and independent thinking abilities
- Willingness working in fast-moving, dynamic working environment
- Ability to organize and prioritize workload
- Can manage stressful situations without affecting work and relationship with Lead / Colleagues
- Willingness to work hybrid on night shift
What Will Give You A Competitive Edge (Preferred Qualifications)
- Good quantitative and analytical skills
- Creative problem-solving skills
- Strong collaboration and teamwork skills
- Experience in handling different HR shared services processes like Benefits and Payroll
About GM
Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.
Why Join Us
We believe we all must make a choice every day - individually and collectively - to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.
Total Rewards | Benefits Overview
From day one, we're looking out for your well-being-at work and at home-so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources.
Non-Discrimination and Equal Employment Opportunities (U.S.)
General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.
All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws.
We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.
Accommodations (U.S. and Canada)
General Motors offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us Careers.Accommodations@GM.com or call us at 800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.
