Night-Shift HR Service Desk Analyst (Hybrid)

generalmotors; Philippines; Hybrid; PHP 469,000 - 714,000; Full time

Job summary

General Motors Philippines is seeking an HR Services Call Handling Analyst to manage and resolve People Services cases received via calls and emails. The role operates on a hybrid night-shift schedule, reporting to GM Philippines offices three days a week, with a focus on timely, compliant HR inquiries and service excellence.

You will be the single point of contact for HR Representatives, Employees and People Leaders, ensure SLAs, perform root-cause analysis, and contribute to process

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; willingness 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 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 requests outside standard procedures.

Skills

Bachelor's degree in HR

HR shared services experience

Strong communication

Multitasking

Case management tools

Confidentiality

Willing to work night shift

Education

Bachelor's degree in HR or related field

Tools

HR systems

Job description

General Motors Philippines is seeking an HR Services Call Handling Analyst to manage and resolve People Services cases received via calls and emails. The role operates on a hybrid night-shift schedule, reporting to GM Philippines offices three days a week, with a focus on timely, compliant HR inquiries and service excellence.

You will be the single point of contact for HR Representatives, Employees and People Leaders, ensure SLAs, perform root-cause analysis, and contribute to process