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, 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.
What You'll Do
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
Your Skills & Abilities (Required Qualifications)
• Bachelor’s degree
• Experience working with diverse, multi-cultural teams across multiple countries
• Background in multinational organizations with global interactions strongly
• Hands-on experience with Workday, Case Management Systems, Knowledge Base Systems, Avaya or similar telephony systems, HR Portals, dashboards, reporting tools, and HR management systems.
• Experience developing documentation such as SOPs, training materials, and knowledge articles
• Excellent interpersonal, problem-solving, and communication skills
HR Foundation
Understanding of HR policies, processes, and employee lifecycle
Ability to interpret and apply HR guidelines appropriately
Employee-first mindset and service orientation
Technology Aptitude
Comfortable working with multiple digital platforms and AI tools
Quick learner of new technologies and systems
Knowledge Management
Continuously update and improve knowledge articles
Document solutions and best practices
Identify gaps in knowledge base
Friction Elimination
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
Competencies
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.
What Will Give You A Competitive Edge (Preferred Qualifications)
Technical & Professional Expertise:
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
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 us at 800-865-7580. 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.