Payroll Call Handling Analyst

General Motors Company; Manila; Híbrido; PHP 360.000 - 600.000; Jornada completa

Descripción de la vacante

General Motors Company in Manila is seeking an HR Shared Services professional to handle cases via calls and emails, ensuring timely resolution and strict confidentiality. The role requires night-shift readiness and adherence to SLAs while supporting HR Representatives, Employees, and People Leaders.

Experience in HR systems and case management is valued, with opportunities to contribute to process improvements and SOP maintenance as part of a global GM HR team.

Formación

• Bachelor's degree in HR, business administration, or related field.
• Experience in HR shared services or call handling is a plus.
• Excellent communication and interpersonal skills.
• Willing to handle phone inquiries for most hours.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficient with case management tools and HR systems.
• Commitment to confidentiality and data protection.
• Willing to work night shift.

Responsabilidades

• Process HR cases via calls or emails with prioritization.
• Monitor personal queues and aging cases for timely resolution.
• Document issues and escalate where needed.
• Serve as single contact for HR Representatives, Employees, and People Leaders.
• Ensure SLAs with escalation for complex cases.
• Suggest process improvements to boost efficiency.
• Maintain job aids and SOPs.
• Participate in project teams and help system testing.
• Ensure compliance with GM policies and regulatory requirements.
• Maintain confidentiality and conduct post-audit checks.
• Apply sound judgment for non-standard requests.

Conocimientos

Strong communication

Interpersonal skills

Phone inquiries handling

Multitasking

HR systems proficiency

Confidentiality

Willing to work night shift

Educación

Bachelor's degree in HR or related field

Herramientas

Case management tools

HR information systems

Descripción del empleo

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 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.

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.

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