People Services Center Analyst - VPP Job at General Motors (Taguig City)

Job Description

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.

Job Responsibility

Responsible for providing direct tier one services to the customers of the Shared Service Center, which include employees, managers, HR professionals, and 3rd party vendors
Work activities include, but are not limited to, direct interaction and support to our customers via telephone and email to resolve inquiries and to complete requests, following cases through resolution, and the completion of other front office and back-office activities
Serves as the single point of contact for HR staff, employees and people leaders and be responsible for query resolution by utilizing policies, 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 (i.e. Siebel), consulting appropriate knowledge resources (e.g. Oracle Knowledge Base) and escalating the case to Tier 2 and following through to resolution
Has responsibility to coach employees, line managers through HR queries via self-service including redirection to appropriate sources of information or through policies and reference guide to improve the query resolution
Performs shared services administration transactions in various HRIS applications as appropriate, and within established performance standards
Adheres to established regulations, processes, procedures, plans and systems
Maintain and update process SOP Knowledge Base
Continuous Improvement: Developing and recommending process improvements necessary for operational efficiencies and service excellence to drive quality, speed, and safety
Quality Management: 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
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: 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
Knows, understands, incorporates and demonstrates the vision and values of General Motors in behaviors, practices and decisions
Complaint Management: Ensuring timely resolution of clients’ issues and concerns
Escalating of complex transactions to the People Services Supervisor and / or concerned teams, as applicable

Requirements

Bachelor’s Degree in Human Resources, Business Administration, or related field
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
Excellent written skills to communicate clearly and concisely with customers via email as needed
Willingness to work hybrid on night shift
Strong customer focus and experience in effective conflict resolution
Ability to organize and prioritize workload
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
Computer experience and demonstrated proficiency in MS Word, PowerPoint, Excel, Windows or related computer software
Experience managing documentation of business processes including specifications, test scripts, training material, and change control
An individual with strong technical aptitude and a solid understanding of automation tools and processes.

Nice to have

Experience working with a diverse and multi-cultural team
Experience working for a multinational organization and working with colleagues internationally
Demonstration of the following GM behaviors - 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
Service Expertise: Acting as end-user advocates
3rd Party Management Expertise: Building and maintaining stakeholder relationships
Implementation Skill: Getting things done
Startup Expertise: Can build from scratch
Data Expertise: Understands data and able to accurately operate
Change Expertise: Simplifies the complex
Excellence Expertise: Identifies opportunities for further change
Leadership Expertise: Removes barriers to drive performance
Functional Expertise: Possesses In-depth knowledge of certain functions

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People Services Center Analyst - VPP

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