HR Service Center Agent

Job Description

Youll be part of a modern service delivery team that delivers an exceptional employee support experience enabled by AI and other cutting-edge technology. In addition to assisting employees with their inquiries and executing key HR tasks you will participate in continuously improving our internal HR and operational processes.

Core Competencies

Employee HR Support Skills

• Base understanding of HR policies processes and employee lifecycle
• Ability to interpret and apply HR guidelines appropriately
• Employee-first mindset and service orientation
• Clear concise and culturally sensitive communication

Problem Solving Skills

• Critical thinking to solve a situation with limited defined processes
• Informed timely and independent decision making
• Focus on identifying root causes not just solving individual cases
• Collaboration partner with global teams on process solutions
• Continuous improvement mindset to surface systemic issues for process improvement

Technology Aptitude

• Comfortable working with multiple digital platforms and AI tools
• Quick learner of new technologies and systems and ability to adapt usage as needed

Change Focus

• Adaptability to embrace changes in processes while maintaining key priorities on track

Willingness to speak up for improvements and think beyond the immediate problem to prevent future occurrences

Key Responsibilities

Primary Focus: resolve HR issues and perform complex HR tasks requiring base expertise and process understanding

• Handle HR cases requiring interpretation judgment and investigation with limited support of a defined roadmap
• Partner with Tier 2 Senior Analysts and COEs to reach resolution
• Utilize available AI and technology tools to streamline work and get resolution more efficiently and effectively and quickly and independently learn new tools as they are added; serve as an AI-tool super user
• Provide continuous feedback on escalation flow knowledge accuracy identify systemic issues and friction points and recommend process improvements

Success Metrics

• Case resolution quality and outcomes
• Employee satisfaction on cases
• Friction reduction initiatives identified and implemented

Other Qualifications

• Bachelors degree
• 1-2 years of HR Experience (specific journey expertise as needed)
• Base understanding of HR End-to-End Processes and how it fits together
• Experience working with diverse multi-cultural teams across multiple countries
• Background in multinational organizations with global interactions strongly preferred
• Hands-on experience with Current HR & AI technology (Workday Case Management Systems Knowledge Base Systems Avaya or similar telephony systems HR Portals dashboards reporting tools and HR management systems)
• Ability to act proactively with limited direction
• Business English
• MS Office Power BI

General Motors is committed to being a workplace that is not only free of unlawful discrimination but one that genuinely fosters inclusion and belonging. We respect and value what each individual contribution to our team including their origin education sex race ethnic group sexual orientation gender expression and / or identity religious context age generation and disability. We believe that our ability to meet the needs and expectations of an increasingly diverse and global customer base is closely linked to the diversity and inclusion that we experience within General Motors.

If you need a reasonable accommodation to assist with your employment please mention it to the recruiter

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 believe we all must make a choice every day individually and collectively to drive meaningful change through our words our deeds and our culture. Every day we want every employee to feel they belong to one General Motors team.

Non-Discrimination and Equal Employment Opportunities

General Motors is committed to being a workplace that is not only free of unlawful discrimination but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.

We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required where applicable to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more visit How we Hire.

Accommodations

General Motors 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 or call 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.