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 on night shift. This means the successful candidate is expected to report to the GM Philippines office as directed by the business, with remote flexibility on non-required onsite days. Night shift hours align with North American and Latin American business operations.
The Role
The Spanish Bilingual Team Leader is a people leader within the Manila People Services Center (PSC), responsible for guiding a team of Analysts delivering HR operational support across North America and Latin America on the night shift. This role serves as the subject matter expert (SME) for Workday data management, Benefits administration, and HR reporting, and is the primary escalation point and coach for analysts in these service lines.
In addition to leading day-to-day operations, the Team Leader plays a critical role in bridging the Manila PSC with HR partners and PSC, leveraging bilingual English/Spanish fluency to enable effective collaboration, issue resolution, and process alignment across regions.
What You'll Do
Team Leadership & Coaching
- Provide day-to-day direction to a team of GDM Analysts; assign work, monitor queues, and ensure SLA adherence across Workday, Benefits, and HR Reporting service lines
- Coach analysts on process execution, case quality, and escalation judgment; conduct regular 1:1s and provide ongoing performance feedback
- Support onboarding and upskilling of new team members; serve as SME and go-to resource for complex or ambiguous cases
- Monitor team performance through ServiceNow dashboards and quality audit results; identify trends and address gaps proactively
- Partner with the Supervisor to prepare for and participate in performance calibration discussions
Subject Matter Expertise (SME)
- Serve as the primary SME for GDM Workday task execution, including onboarding/offboarding transactions, job changes, pay group assignments, international assignment (IA) and localization actions, government ID updates, and EIB processing
- Act as SME for Benefits data management tasks, including benefit driver entry, disability administration (e.g., Canada S&A papers), and benefit continuation processing
- Own expertise in scheduled and ad hoc HR reporting (e.g., manpower, absenteeism, overtime, and headcount reports), ensuring accuracy and timely delivery
- Review and validate complex or sensitive transactions before submission; provide peer-check oversight for the team
- Maintain and update Knowledge Articles and Standard Operating Procedures (SOPs); ensure the team is current on process changes
Partnership & Bilingual Support
- Serve as the bilingual (English/Spanish) point of contact for HR partners, People Operations, and PSC for related inquiries, escalations, and coordination
- Lead or support region specific process migrations, transitions, and go-live activities in partnership with Foundations Enablement and the PSC Operations team
- Facilitate communication between Manila analysts and regional stakeholders, translating process nuances and regional requirements into actionable team guidance
- Represent the Manila GDM team in governance calls, cross-site syncs, and stakeholder forums as needed
Operational Oversight
- Monitor daily volumes, SLA performance, and staffing coverage for the night shift; escalate risks to the Supervisor in a timely manner
- Coordinate with Workforce Management (WFM) on scheduling, shift coverage, and volume forecasting inputs
- Identify recurring errors or process gaps; drive root cause analysis and implement corrective actions
- Support continuous improvement initiatives, including input on ServiceNow enhancements, Workday Change Requests (WCRs), and automation opportunities
Stakeholder Communication
- Communicate proactively with COE partners, HR Business Partners, and PSC stakeholders on case status, process changes, and operational risks
- Translate business requirements and policy updates into clear team-level instructions and updated SOPs
- Represent the team in cross-functional discussions and operational forums, bringing data-backed insights and recommendations
Systems & Tools
- HRIS: Workday
- Case Management: ServiceNow
- Reporting: Microsoft Excel, SharePoint, Tableau, Power BI (as applicable)
- Collaboration: Microsoft Teams, Outlook, SharePoint
Your Skills & Abilities (Required Qualifications)
- Fluency in both English and Spanish (written and verbal) — required for stakeholder engagement and bilingual team support
- Minimum 2–3 years of experience in HR Shared Services, HR Operations, or a People Services Center environment, with demonstrated expertise in GDM, Workday transactions, or HR data management
- Prior experience in a team lead, senior analyst, or SME capacity, with demonstrated ability to coach others and resolve complex cases
- Strong working knowledge of Workday HCM transaction processing and ServiceNow case management
- Ability to work on a fixed night shift schedule in alignment with GMNA and LATAM business hours
- Excellent communication and interpersonal skills; able to effectively manage up, across, and down in a matrixed, multicultural environment
- High attention to detail and a commitment to quality and data integrity
What Will Give You A Competitive Edge (Preferred Qualifications)
- Experience supporting HR processes across LATAM markets (Mexico, Colombia, Argentina, Chile, Peru, Ecuador, or similar)
- Familiarity with Benefits administration processes, including disability or leave-related data management
- Experience generating and distributing HR reports using Excel, SharePoint, or reporting tools
- Exposure to process improvement methodologies (e.g., Lean, Six Sigma) or knowledge management practices
- Experience participating in migrations, process transitions, or system go-lives
Leader Expectations
This role is expected to:
- Apply deep functional expertise in GDM, Workday, Benefits, and HR Reporting to guide team execution and resolve escalations independently
- Lead a team with accountability for output quality, SLA performance, and analyst development — receiving general direction from the Supervisor rather than detailed task-level guidance
- Build strong working relationships with COE partners and cross-site PSC counterparts, including PSC LATAM
- Contribute meaningfully to knowledge management, process documentation, and continuous improvement efforts
- Model GM Behaviors for the team and foster a psychologically safe, high-performance environment
GM Behaviors
All Manila PSC leaders are expected to consistently demonstrate GM's core behaviors, with particular emphasis on:
- Own the Outcome — Takes accountability for team results and case quality; diagnoses root causes and drives solutions without waiting to be directed
- Lead as One Team — Bridges Manila and LATAM operations; collaborates across sites, COEs, and HR Tech to drive alignment and shared outcomes
- Be Inclusive — Creates an environment where analysts of all backgrounds feel supported; leverages bilingual fluency to ensure LATAM partners feel heard and served
- Speak Fearlessly — Surfaces risks, gaps, and improvement ideas to leadership proactively and with data
- Move with Urgency — Keeps the team focused on SLAs and timely resolution, especially during peak volume or go-live periods
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
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