Job Information
General Motors People Services Operations Manager in Taguig City, Philippines
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 office three to four times per week or other frequency dictated by the business.
The Role
The Operations Manager for the GBS PS Shared Service Center in Manila, Philippines, is a crucial role in the GBS People Services organization and has a substantial impact on our ability to delight our internal customers in the delivery of services.
The Operations Manager has both operational and strategic responsibilities, in an effort to balance excellent service in the daily operations while continuing to transform the role the service centers play in the service delivery model and in growing the catalog of services to deliver more complex and value-added services.
The Operations Manager partners with HR, other GBS teams, and key stakeholders across the enterprise to ensure excellent service daily, to identify new opportunities, and to continue to optimize the operations.
What You'll Do
Lead, co-lead, participate in transformation and migrations projects to continue to transform the service delivery model, expand the service catalog, leverage the service center and optimize the operations.
Responsible for the day-to-day management of the Manila People Services Centers teams, which is the single point of contact for employees, managers, and HR Business Partners and former employees for inquiries, issue resolution, and transactional support needs related to general HR, benefits, payroll, etc.
Lead the service center team to meet or exceed customer expectations and operational metrics and targets.
Lead and foster a culture of customer-centricity, service excellence, operational excellence and continuous improvement.
Promote practices and policies that support a workplace of choice, prepare development plans for all team members, conduct performance reviews, provide coaching, identify training needs, and otherwise lead / participate in all HRM related activities and discussions as needed, locally, regionally and globally.
Develops positive cross-functional relationships between Business Units, the HR Field, Information Technology, and other Global Business Service functions to ensure service levels are effectively managed.
Partner with other GBS PS teams to analyze trends in service, identify trigger events and design campaigns to anticipate employee needs and deflect volumes for the service center
Additional Job Description
Your Skills & Abilities (Required Qualifications)
Extended experience working in a shared services / contact center environment managing teams and / or client projects.
Experience as an effective people leader of large and diverse teams.
Bachelor’s in Human Resources, Business Administration or a related field.
Direct experience in customer service roles or supporting customer service roles that demonstrates a passion for service.
Proven track record leading and delivering large transformation projects, with a sharp change agent mindset.
Skilled at navigating strategy and operations seamlessly and effectively, adept at articulating complex topics and ideas in understandable and actionable messages.
Strong analytical capabilities with proven success in creating / leading a culture of continuous improvement and integrative mindset to connect the dots and think holistically.
Strong empathy and interpersonal skills. Outstanding at building effective partnerships based on trust across all organizational levels, including senior leadership and team members.
Excellent organization, communication, analytical, problem solving, judgment and conflict resolution skills.
Must be comfortable operating in rapidly changing environments with high levels of ambiguity, while collaborating across the enterprise in an influence model.
Must be able to set priorities and organize his / her work and the priorities and work of the entire team, as well as be flexible to react to business needs and adapt as needed and frequently, while still achieving overall business results.
What Will Give You A Competitive Edge (Preferred Qualifications)
- Thorough knowledge of human resources practices, laws and regulations, and experience providing broad HR generalist / business process management support or an equivalent combination of education and experience. Specifically, in the following areas: general HR management, workforce administration, compensation & benefits, employee on-boarding and off-boarding, performance management, talent acquisition, talent management, and employee relations
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.
Why Join Us
We aspire to be the most inclusive company in the world. We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.
Diversity Information
General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities.
We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.
We are leading the change to make our world better, safer and more equitable for all through our actions and how we behave. Learn more about:
Our Company (https://search-careers.gm.com/en/working-at-gm/)
Our Culture
How we hire (https://search-careers.gm.com/en/how-we-hire/)
Our diverse team of employees bring their collective passion for engineering, technology and design to deliver on our vision of a world with Zero Crashes, Zero Emissions and Zero Congestion. We are looking for adventure-seekers and imaginative thought leaders to help us transform mobility.
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The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us at Careers.Accommodations@GM.com .In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.