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People Services Senior Analyst - VPP

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General Motors

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Location:
Philippines , Taguig City

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Category:
Human Resources

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Contract Type:
Not provided

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Salary:

Not provided
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Job Responsibility:

  • 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

Requirements:

  • 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

Nice to have:

  • 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

Additional Information:

Job Posted:
April 23, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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