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 the office three times per week or other frequency dictated by the business.
The Role
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.
What You'll Do
Deliver excellent customer experience in Human Resource Services query resolution aligned to People Services service centers’ culture and aspirations
Focus on Benefits and Payroll processes with high attention to detail and 100% accuracy in all deliverables
Acts as a reliable, responsive point of contact for employees and other Benefits and Payroll stakeholders, while maintaining effective communications and follow-through
Responsible for query resolution by utilizing tools, 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
Responsible for monitoring tasks before due date to avoid delays in the process
Adheres to established regulations, processes, procedures, plans and systems
Prepares daily required reports to monitor priorities for the day
Maintain and update process documents/ desktop procedures
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
Maintains confidentiality of department and employee information according to established practice
Knows, understands, incorporates and demonstrates the vision and values of General Motors in behaviors, practices and decisions
Responsible for query resolution by utilizing tools, 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
Responsible for monitoring tasks before due date to avoid delays in the process
Adheres to established regulations, processes, procedures, plans and systems
Prepares daily required reports to monitor priorities for the day
Maintain and update process documents/ desktop procedures
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
Maintains confidentiality of department and employee information according to established practice
Knows, understands, incorporates and demonstrates the vision and values of General Motors in behaviors, practices and decisions
Duties, responsibilities and activities may change at any time with or without notice
Additional Job DescriptionYour Skills & Abilities (Required Qualifications)
Can read and write English fluently
Good communication skills
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
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
Willingness working in fast-moving, dynamic working environment
Ability to organize and prioritize workload
Can manage stressful situations without affecting work and relationship with Lead / Colleagues
Willingness to work hybrid on night shift
Bachelor’s Degree
What Will Give You A Competitive Edge (Preferred Qualifications)
Good quantitative and analytical skills
Creative problem-solving skills
Strong collaboration and teamwork skills
Experience in handling different HR shared services processes like Benefits and Payroll
About GMOur 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 UsWe 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 InformationGeneral 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.