HR Service Advocate - Night Shift (Hybrid)

General Motors; Manila; Hybrid; PHP 360,000 - 600,000; Full time

Job summary

General Motors Philippines is seeking an HR Services Call Handling Analyst to manage HR cases submitted via calls and emails, ensuring timely resolution and adherence to SLAs. The role reports to HR Representatives, Employees, and People Leaders, with night shift obligations and a hybrid work arrangement.

You will handle escalations, participate in process improvements, and maintain confidentiality per guidelines while contributing to system testing and performance initiatives.

Qualifications

• Bachelor’s degree in human resources, Business Administration, or related field.
• Experience in HR shared services or call handling environment is an advantage.
• Strong communication and interpersonal skills. Willing to receive phone inquiries for a majority of the work hours.
• Ability to manage multiple priorities in a fast‑paced environment.
• Proficiency in case management tools and HR systems.
• High attention to detail and commitment to confidentiality.
• Willing to work night shift.

Responsibilities

• Process HR cases received via calls or emails, prioritizing based on urgency and impact.
• Monitor personal queues and aging cases to ensure timely resolution.
• Follow established processes for case documentation, issue resolution, and escalation.
• Serve as the single point of contact for HR Representatives, Employees, and People Leaders.
• Ensure adherence to SLAs and elevate complex cases as needed.
• Suggest process improvements to enhance operational efficiency and service excellence.
• Maintain and update job aids and SOPs.
• Participate in project teams and contribute to system testing and performance improvement initiatives.
• Ensure compliance with global SLAs, GM corporate policies, and external regulatory requirements.
• Maintain confidentiality of employee information and perform tasks based on approved guidelines.
• Conduct peer checks and post-audit reviews of escalated issues.
• Ensure timely resolution of client issues and elevate as necessary.
• Exercise sound judgment for non-standard requests, guiding timely decisions.

Skills

Strong communication

Interpersonal skills

Night shift readiness

Multitasking

Case management tools

HR systems

Education

Bachelor’s degree in human resources, Business Administration, or related field

Tools

HRIS

CRM/Case management software

Job description

General Motors Philippines is seeking an HR Services Call Handling Analyst to manage HR cases submitted via calls and emails, ensuring timely resolution and adherence to SLAs. The role reports to HR Representatives, Employees, and People Leaders, with night shift obligations and a hybrid work arrangement.

You will handle escalations, participate in process improvements, and maintain confidentiality per guidelines while contributing to system testing and performance initiatives.