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Job Description
You will provide subject matter expertise for aspects of transformation operations at your respective business unit level. You will work to deliver pre-identified strategic objectives. You are a critical partner, interacting with other People Services teams, customers and internal partners.
You will lead and provide direction to a team of individuals; supervising large teams of employees with similar functional responsibilities.
Additional Job Description
Duties:
Responsible for the administration of day-to-day People Services cases and activities being 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.
Responsible for the execution of:
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 be 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.
Knowledge Requirements:
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 specifications, test scripts, training material, and change control.
Written and verbal proficiency in various languages, depending on the specific requirements
Experience / Education:
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
Skills and Key Competencies
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
Important: Candidates must be willing to work hybrid on night shift (7:00 PM to 4:00 AM or 8:00 PM to 5:00 AM).
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 aspire to be the most inclusive company in the world. 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. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.
Diversity Information
General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities.
We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.
We are leading the change to make our world better, safer and more equitable for all through our actions and how we behave. Learn more about:
Our Company (https://search-careers.gm.com/en/working-at-gm/)
Our Culture
How we hire (https://search-careers.gm.com/en/how-we-hire/)
Our diverse team of employees bring their collective passion for engineering, technology and design to deliver on our vision of a world with Zero Crashes, Zero Emissions and Zero Congestion. We are looking for adventure-seekers and imaginative thought leaders to help us transform mobility.
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The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity Employer and 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 at Careers.Accommodations@GM.com .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.