Responsible for the execution of:
- people management: managing of daily operations and activities of the team. Conducting performance appraisal discussions. Coaching and mentoring direct reports as needed. Implementing developmental plans, rewards and recognition, disciplinary actions, etcetera. Monitoring of performance improvements and milestones.
- continuous improvement: developing and recommending process improvements necessary for operational efficiencies and service excellence to drive quality, speed, 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 stakeholders to align process gaps based on escalated issues and post audit results. Ensuring that the business plan deployment (bpd) wall is periodically updated to ensure proper and timely communication of business plans and its results.
- project management: organizing 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. Initiating meetings with stakeholders and managing projects related to process improvements. Contributing to the implementation of projects relating to quality improvements and service excellence. Representing people services in programs / activities that require related expertise and decision making. Interacting with internal / external related parties such as but not limited to business units.
- operational efficiency: performing operational monitoring activities. Serving as information source for routine and non-routine questions on the floor. Monitoring transactions of team and conducting periodic check of the performance of the team leads / case managers. 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 job aids. Random monitoring on peer-checked transactions by the team members to ensure accuracy of the peer check and post audit process. Preparing of schedules aligned with forecast volume taking into account all planned leaves, holiday schedules / shutdown in other countries.
- complaint management: ensuring timely resolution of direct reports and clients' issues and concerns. Escalating of complex transactions to the shared service center operations manager and / or concerned teams, as applicable.
*additional job description*
diversity and inclusion are our strengths. 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.
*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 volunteeropportunities.