People Services Senior Analyst - Career Fair

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People Services Senior Analyst - Career Fair

Apply remote type Onsite locations Taguig City, National Capital Region (Manila), Philippines time type Full time posted on Posted 2 Days Ago job requisition id JR-202407213

Job Description

Role: People Service Senior Analyst – SME

• Full Process Trainer for new analysts and any refresher training required for existing analysts
• Call and Case Handling Sr Analyst
• Other specific Sr Analyst roles that may be required

Duties:

• Develops, updates and enhance 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

Responsible for the execution of:

• 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.

Additional Job Description

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 training materials, SOPs and Knowledge Database contents.

Experience / Education:

• 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

Skills and Key Competencies 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:

• Startup Expertise: Can build from scratch
• Implementation Skill: Getting things done
• Service Expertise: Acting as end-user advocates
• 3rd Party Management Expertise: Building and maintaining stakeholder relationships
• 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 Important: Candidates must be willing to work onsite on night shift. Office address: 20/F A.T. Yuchengco Centre 26th & 25th Streets BGC Taguig City

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.

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About Us

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