HR Services Call Handling Analyst

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

Job Description:

Job Description

Sponsorship:

GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DONOT 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 on night shift (8pm to 5am). This means the successful candidate is expected to report to GM Philippines office three times per week or other frequency dictated by the business.

The Role

The HR Services Call Handling Analyst is responsible for managing and resolving People Services cases received via calls and emails from various business units. This role serves as a key point of contact for HR Representatives, Employees, and People Leaders, ensuring timely and accurate resolution of HR-related inquiries while maintaining high service quality and compliance with established policies and procedures.

What You'll Do

• 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 service level agreements (SLAs) and elevate complex cases as needed.
• Suggest process improvements to enhance operational efficiency and service excellence.
• Maintain and update job aids and standard operating procedures (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 situational judgment to independently determine appropriate actions for requests that fall outside standard procedures, ensuring timely decisions based on urgency and business impact.
• Demonstrate investigative problem‑solving by uncovering underlying or hidden issues, conducting thorough root‑cause analysis, and utilizing all relevant tools, data, and resources to drive accurate and timely resolution.

Your Skills & Abilities (Required 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

What Will Give You A Competitive Edge (Preferred Qualifications)

• Post‑graduate degree.
• Experience in a contact center or shared service environment
• Familiarity with HR compliance standards and service delivery metrics.

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 believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.

Non-Discrimination and Equal Employment Opportunities

General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers. We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role‑related assessment(s) and/or a pre‑employment screening prior to beginning employment.

Accommodations

General Motors offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us or call us at 1‑800‑865‑7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.