Payroll senior analyst - gbs ps manila service centerGeneral Motors

About GM
There's never been a more exciting time to work for General Motors.
To achieve our vision of a world with Zero Crashes, Zero Emissions and Zero Congestion, we need people to join us who are passionate about creating safer, better and more sustainable ways for people to get around. This bold vision won't happen overnight, but just as we transformed how the world moved in the last century, we are committed to transforming how we move today and in the future.
Why Work for Us
Our culture is focused on building inclusive teams, where differences and unique perspectives are embraced so you can contribute to your fullest potential as you pursue your career. Our locations feature a variety of work environments, including open work spaces and virtual connection platforms to inspire productivity and flexible collaboration. And we are proud to support our employees volunteer interests, and make it a priority to join together in efforts that give back to our communities.
Job Description
You will lead aspects of transformation and operations, at the business unit level and globally. You work largely within existing partnerships and networks to deliver pre-defined business objectives, while formally managing a team. Your role may also require working within an influence model.
Additional Job Description
Responsible for the management 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 Supervisor in the execution of other People Services tasks.
Responsible for the execution of:
Case Management: Managing of various system touchpoints. Classifying requests according to nature, urgency, and impact. Assigning of requests to the Junior Analysts / Analysts / Senior Analysts with the right competencies. Monitoring of team's queues and aging cases. Referring to the People Services Supervisor cases that are prone or have already been raised to escalation stage. Maintaining relevant reports for peer check and post audit results. Ensuring that the individual and team's daily, weekly, and month-end reports are completed and maintained. 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.
Continuous Improvement: Developing and recommending process improvements necessary for operational efficiencies and service excellence to drive quality, speed, 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 stakeholders to align process gaps based on escalated issues and post audit results.
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.
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. Handles meetings with stakeholders and managing projects related to process improvements. Contributing to the implementation of projects relating to quality improvements and service excellence. Representing People Services in programs / activities that require related expertise and decision making. Interacting with internal / external related parties such as but not limited to Business Units, GMAS and SOX Auditors, and HR Representatives.
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 / Analysts / Senior Analysts. 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. Random monitoring on peer-checked transactions by the team members to ensure accuracy of the peer check and post audit process. Preparing of schedules aligned with forecast volume taking into account all planned leaves, holiday schedules / shutdown in other countries.
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.
Demonstration of, at least some, if not all the 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
Possession of, at least some, if not all the GBS Skills Clusters:
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
Knowledge Requirements:
Hands on experience working with and proficiency in PeopleSoft HR, 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.
Experience / Education:
Bachelor's Degree in Human Resources, Business Administration, or related field is preferred
Experience working in a Shared Services / Contact Center environment for a minimum of one year is required
Experience working with a diverse and multi-cultural team
Experience working for a multinational organization and working with colleagues internationally are preferred
Important note: night shift
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.
General Motors

Manila City, Metro Manila
Permanent
Full-time