People Services Onboarding Agent (Tier 1)

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.

Work Arrangement: This role is categorized as hybrid on NIGHT SHIFT, 8:00 pm to 5:00 AM / 9:00 PM to 6:00 AM . 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

As a People Services Onboarding Agent (Tier 1), you'll be part of a modern, AI-enabled service delivery team that combines technology with human expertise to deliver exceptional employee experience. You'll work alongside AI tools to resolve employee inquiries while continuously improving our knowledge base and eliminating friction in employee journeys.

• Resolve standard HR inquiries with AI tool support (benefits questions, policy clarifications, process guidance)
• Use ServiceNow AI Assist to quickly find answers and resolve routine cases
• Escalate complex or sensitive issues to Tier 2
• Update knowledge articles based on common questions and solutions
• Maintain high case resolution speed and employee satisfaction

• Understanding of HR policies, processes, and employee lifecycle
• Ability to interpret and apply HR guidelines appropriately
• Employee-first mindset and service orientation

• Comfortable working with multiple digital platforms and AI tools
• Quick learner of new technologies and systems

• Continuously update and improve knowledge articles
• Document solutions and best practices
• Identify gaps in knowledge base

• Focus on identifying root causes, not just solving individual cases
• Surface systemic issues for process improvement
• Think beyond the immediate problem to prevent future occurrences

• Communication: Clear, concise, and culturally sensitive communication skills.
• Composure: Ability to remain calm under pressure and effectively defuse conflict.
• Empathy: Ability to understand employee situations and respond with compassion.
• Critical Thinking: Ability to solve problems without a defined roadmap.
• HR-Specific Knowledge Base: Understanding of HR processes and employee life cycle.
• Analytical Thinking: Ability to assess processes and identify improvement opportunities.
• Collaboration: Ability to partner with global teams to improve operations and experience.
• Process Improvement & Development: Understanding end-to-end processes and where technology supports excellence.
• AI Tool Utilization / Digital Literacy: Capable of using AI tools for efficiency and leveraging technology for solutions.
• Tech Evaluation: Ability to assess technology landscapes and identify enhancement opportunities.
• Data Analysis: Ability to interpret complex data for effective decision-making.
• Adaptability: Ability to shift priorities while maintaining delivery of key outcomes.
• Learning Agility: Ability to proactively learn new systems, skills, and tools.
• Professional Courage: Willingness to speak up to improve employee experience and operations.

• Implementation Skill: Executes plans effectively and follows through to completion.
• Service Expertise: Advocates for employees and champions superior service delivery.
• Change Expertise: Simplifies complex information and supports change adoption.
• Excellence Expertise: Identifies opportunities to raise performance and quality.
• Functional Expertise: In-depth understanding of HR operations, processes, and systems.
• Excellent Customer Service Skills: Ability to deliver positive and professional experience