Night-Shift HR Service Desk Analyst

General Motors Company; Taguig; Hybrid; PHP 350,000 - 550,000; Full time

Job summary

GM Philippines is seeking an HR Services Call Handling Analyst to manage and resolve People Services cases received via calls and emails. You will be the point of contact for HR Representatives, Employees, and People Leaders, ensuring timely and accurate resolution while complying with policies.

This role is hybrid on night shift (8pm–5am) with reporting to GM Philippines office three times per week, and involves case documentation, SLA adherence, and process improvements across HR systems and

Qualifications

• Bachelor's degree in human resources, Business Administration, or related field.
• Experience in HR shared services or call handling environment.
• Strong communication and interpersonal skills; willingness to receive phone inquiries.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in case management tools and HR systems.
• 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 situational judgment to independently determine appropriate actions for requests that fall outside standard procedures.

Skills

Strong communication

Interpersonal skills

Phone inquiries

Multitasking

Case management tools

HR systems

Confidentiality

Night shift

Education

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

Tools

Case management tools

HR systems

Job description

GM Philippines is seeking an HR Services Call Handling Analyst to manage and resolve People Services cases received via calls and emails. You will be the point of contact for HR Representatives, Employees, and People Leaders, ensuring timely and accurate resolution while complying with policies.

This role is hybrid on night shift (8pm–5am) with reporting to GM Philippines office three times per week, and involves case documentation, SLA adherence, and process improvements across HR systems and