People Services Senior Analyst
Job 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. This means the successful candidate is expected to report to GM Philippines office three times per week or other frequency dictated by the business.
The Role
You will lead aspects of transformation and operations, at the business unit level and globally. You work largely within existing partnerships and networks to deliver pre-defined business objectives, while formally managing a team. Your role may also require working within an influence model.
What You’ll Do- Develops, updates and enhances the training content specific to the process. Acts as the full process trainer and Subject Matter Expert supporting the People Services professionals with questions on the floor.
- Dashboard/Data analysis focusing on NPS, CSAT, sentiment analysis and Internal Audits: performance and trends - run weekly quality reviews with Team Leaders and Supervisor
- Case Management: Required to support operations 40-60% of the time when volume spikes. Works alongside Team Leaders and Supervisor on cases that are prone or have already been raised to escalation stage. Strictly follows established processes for case management and issue resolution, including logging and documenting all inquiries into the case management tool (i.e. Siebel), consulting appropriate knowledge resources (e.g.GM Answers) and escalating the case to Tier 2 and following through to resolution.
- Continuous Improvement: Developing and recommending process improvements necessary for operational efficiencies and service excellence to drive quality, simplicity, and safety. Evaluating peer check / post audit results and providing recommendations on how to improve quality and engage concerned teams in achieving improvement goals. Conducting meetings with team members to align process gaps based on escalated issues and post audit results.
- Quality Management: Run quality analysis: Calibration with Quality Auditors; escalated cases analysis to identify root cause and address improve the process. Additional audits to focus on analyst performance improvements during the Academy Bay period. Maintaining relevant reports for post audit results. Deliver excellent customer experience in query resolution aligned to People Services policies, desk procedures, knowledge base, and master processes. Monitoring peer check / post audit results and ensuring that practical problem solving is applied to any process gaps and critical escalations.
- Project Management: Participating in project teams for performance improvement and initiatives. Monitoring and ensuring compliance to project plans based on the standards set.
- Relationship Management: Coordinating closely with other concerned teams within People Services, GBS, and counterparts in various countries. Contributing to the implementation of projects relating to quality improvements and service excellence.
- Operational Efficiency: Serving as information source for routine and non-routine questions on the floor. Monitoring transactions of team and conducting periodic check of the performance of the Junior Analysts during the Academy Bay period. Ensuring that the team members comply with the Global service level agreement, GM Corporate policies, and external regulatory requirements. Ensuring that the team performs based on the approved guidelines and standard operating procedures.
- Complaint Management: Ensuring timely resolution of clients’ issues and concerns. Escalating of complex transactions to the People Services Team Leader or Supervisor and / or concerned teams, as applicable.
Additional Job Description
Your Skills & Abilities (Required Qualifications)- Bachelor’s Degree in Human Resources, Business Administration, or related field is required.
- Experience working in a Shared Services / Contact Center environment as a call handler for a minimum of 2 years.
- Experience working in a Shared Services / Contact Center environment as a Trainer or Training Apprentice is preferred.
- Experience working with a diverse and multi-cultural team
- Experience working for a multinational organization and working with colleagues internationally are preferred
- Hands on experience working with and proficiency in Workday, Case Management Systems, Knowledge Base Systems, Avaya Telephones, Employee Portals, Dashboard and Reporting Tools, and other HR Management Systems and Tools.
- Experience managing documentation of business processes including training materials, SOPs and Knowledge Database contents.
- Think Customer: Considering the customers’ needs in everything that’s being done
- Innovate Now: Seeing things not as they are but as they could be
- Look Ahead: Making decisions now with long term view in mind and anticipating what lies ahead
- One Team: Collaborating cross functionally to achieve enterprise-wide results
- Be Bold: Respectfully speaking up, exchange feedback, and boldly sharing ideas without fear
- It’s on Me: Taking accountability for safety and own actions, behaviors, and results
- Winning with Integrity: Having a relentless desire to win and doing it win integrity
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 to feel they belong to one General Motors team.
Non-Discrimination and Equal Employment Opportunities
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.
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
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