Payroll Analyst - GBS PS Manila Service Center

General Motors; Manila; Hybrid; PHP 400,000 - 600,000; Full time

Job summary

A leading automotive company in Manila is seeking an HR Services Call Handling Analyst. The role involves managing HR cases from various business units and ensuring timely resolution of inquiries. Candidates should have a Bachelor’s degree and strong communication skills. Experience in HR shared services is preferred. This hybrid role requires working in the office three times a week and is subject to night shifts.

Qualifications

• Experience in HR shared services or call handling environment is an advantage.
• Willingness to handle phone inquiries for a majority of the work hours.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Process HR cases received via calls or emails, prioritizing based on urgency and impact.
• Ensure adherence to service level agreements (SLAs) and escalate complex cases as needed.
• Maintain confidentiality of employee information and perform tasks based on approved guidelines.

Skills

Communication skills

Interpersonal skills

Attention to detail

Case management tools proficiency

Education

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

Job description

Sponsorship

GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT 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. This means the successful candidate is expected to report to the GM Philippines office three times per week or as dictated by business needs.

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 escalate 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 escalate as necessary.

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.
• Willingness 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.