Human Resources - People Services Supervisor VPP

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.

W ork Arrangement: This role is categorized as hybrid. 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 Supervisor is responsible for the coordination, development, and cross functional execution of our short-, medium- and long-term business plans.

The ideal candidate embodies GM's Behaviors and is committed to our customers, motivated by change and major transformation, and has the desire to drive enterprise value. Strengths should include embracing change, developing long-term strategic vision that delivers success, cross functional collaboration, and leading through influence across the GM enterprise. Strong organizational skills are required to effectively prioritize and must find energy in an ambiguous / fast-paced environment.

• Capacity Planning, Schedule and forecast coordination with the Workforce Team
• Performs Quick Connects and Year End alignment by defining Goals
• Mid and End Year conversation and Workday Submission
• Performance analysis: interpret dashboard data and support supervisor by designing, executing and tracking action plans to ensure team performance achievement.
• Build career development paths for self and others.

• Case Management: Supervisor as escalation point of contact. Strictly follows established processes for case management and issue resolution, including logging and documenting all inquiries into the case management tool (i.e. Siebel), consulting appropriate knowledge resources (e.g.GM Answers) and escalating the case to Tier 2 and following through to resolution.
• Continuous Improvement: Developing and recommending process improvements necessary for operational efficiencies and service excellence to drive quality, simplicity, and safety. Evaluating peer check / post audit results and providing recommendations on how to improve quality and engage concerned teams in achieving improvement goals. Conducting meetings with team members to align process gaps based on escalated issues and post audit results.
• Quality Management: Run quality analysis: Calibration with Quality Auditors; escalated case analysis to identify the root cause and address/improve the process. Support Senior Analysts - SME and Quality Auditor with accurate performance feedback with the team members. Maintaining relevant reports for post audit results. Deliver excellent customer experience in query resolution aligned to People Services policies, desk procedures, knowledge base, and master processes. Monitoring peer check / post audit results and ensuring that practical problem solving is applied to any process gaps and critical escalations.
• Project Management: Participating in project teams for performance improvement and initiatives. Monitoring and ensuring compliance to project plans based on the standards set.
• Relationship Management: Coordinating closely with other concerned teams within People Services, GBS, and counterparts in various countries. Contributing to the implementation of projects relating to quality improvements and service excellence.
• Operational Efficiency: Serving as information source for routine and non-routine questions on the floor. Conducts huddles and performance reviews on a weekly basis. Monitoring transactions of team and conducting periodic check of the performance of the Analysts. Ensuring that the team members comply with the Global service level agreement, GM Corporate policies, and external regulatory requirements. Ensuring that the team performs based on the approved guidelines and standard operating procedures.
• Complaint Management: Ensuring timely resolution of clients' issues and concerns. Escalating of complex transactions to the People Services Supervisor and / or concerned teams, as applicable.

• Bachelor's degree holder
• Experience working in a Shared Services / Contact Center environment as a People Leader for a minimum of 4 years.
• Solid Experience working in a Shared Services / Contact Center environment.
• Experience working with a diverse and multi-cultural team.
• Experience working for a multinational organization and working with colleagues internationally are preferred.
• Hands on experience working with and proficiency in Workday, Case Management Systems, Knowledge Base Systems, Avaya Telephones, Employee Portals, Dashboard and Reporting Tools, and other HR Management Systems and Tools.
• Experience managing documentation of business processes including training materials, SOPs and Knowledge Database contents.

• Think Customer: Considering the customers' needs in everything that's being done.
• Innovate Now: Seeing things not as they are but as they could be
• Look Ahead: Making decisions now with long term view in mind and anticipating what lies ahead.
• One Team: Collaborating cross functionally to achieve enterprise-wide results.
• Be Bold: Respectfully speaking up, exchange feedback, and boldly sharing ideas without fear.
• It's on Me: Taking accountability for safety and own actions, behaviors, and results.
• Winning with Integrity: Having a relentless desire to win and doing it win integrity.
• Startup Expertise: Can build from scratch.
• Implementation Skill: Getting things done.
• Service Expertise: Acting as end-user advocates.
• 3rd Party Management Expertise: Building and maintaining stakeholder relationships.
• Data Expertise: Understands data and able to accurately operate.
• Change Expertise: Simplifies the complex.
• Excellence Expertise: Identifies opportunities for further change.
• Leadership Expertise: Removes barriers to drive performance.
• Functional Expertise: Possesses In-depth knowledge of certain functions.