Work Arrangement: This role is categorized as hybrid. This means the successful candidate is expected to report to the office three times per week or other frequency dictated by the business.
Role
As a member of GM's Global HR People Services, your primary focus should be on executing operational and tactical tasks as this role involves direct interaction with customers, utilizing your specialized skills and subject matter expertise to provide exceptional service.
What You’ll Do
Responsible for the administration of day-to-day People Services cases and activities handled by People Services professionals which are received from various business units, GBS sites, etcetera. Responsible for supporting the People Services Teams in the execution of other People Services tasks.
Case Processing: Processing of cases received via calls or emails. Prioritizing and working on requests according to nature, urgency, and impact. Monitoring of personal queues and aging cases. Following established processes for calls and case handling, issue resolution including logging and documenting all inquiries into the case management tools, consulting knowledge resources, and escalating the case to other tiers and following through to resolution. Serving as the single point of contact for HR Representatives, Employees, and People Leaders and being responsible for query resolution. Ensuring high-quality standards for all tasks assigned. Adhering to service level agreements (SLAs) established for case management. Referring to the People Services Supervisor and/or Senior Analyst-Team Lead cases that are prone or have already been raised to escalation stage.
Continuous Improvement: Suggesting process improvements necessary for operational efficiencies and service excellence to drive quality, speed, and safety. Maintaining and updating job aids and standard operating procedures knowledgebase.
Project Participation: Participating in project teams and system testing for performance improvement and initiatives.
Operational Efficiency: Complying with the Global service level agreement, GM Corporate policies, and external regulatory requirements. Maintaining confidentiality of employee information according to established practice. Performing based on the approved guidelines and job aids. Performing peer check / post audit escalated issues and post audit.
Complaint Handling and Escalation: Ensuring timely resolution of clients’ issues and concerns. Escalating of complex transactions to the People Services Supervisor and/or Senior Analyst-Team Lead.
Your Skills & Abilities (Required Qualifications)
Hands on experience working with and proficiency in Workday HCM, 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 specifications, test scripts, training material, and change control.
Written and verbal proficiency in various languages, depending on the specific requirements (e.g. Hindi, Korean, Mandarin, Portuguese, Spanish, Thai)
Bachelor’s Degree in Human Resources, Business Administration, or related field is required
Experience handling a role as Analyst for minimum of 2 years in a Shared Services / Contact Center environment
Experience working with a diverse and multi-cultural team
Experience working for a multinational organization and working with colleagues internationally are preferred
What Will Give You A Competitive Edge (Preferred Qualifications)
Action Orientation
Customer Focus
Drive for Results and Service Excellence
Drive for Safety, Quality, and Speed Problem Solving / Analysis
Written and Verbal Communication Skills
Organizational Skills: Time Management and Prioritization
Technical Skills
Integrity and Trust
Interpersonal Savvy
Learning on the Fly
Experience working for a multinational organization and working with colleagues internationally are preferred
Important note: Candidates must be willing to work onsite for training purposes.
