PSC Front Face Agent

Job Description

Work Arrangement

• On-site: 100% on-site
• Shift: Rotating schedule (4x3), with flexibility based on business needs

Role Overview

This role supports the delivery of People Services operations and transformation initiatives at the business unit and global levels. The People Services Operations Analyst works within established partnerships and service delivery networks to execute defined operational objectives, ensure compliance with global standards, and enhance the employee experience.

The role operates primarily within an influence model and may include formal responsibilities supporting service execution while collaborating closely with internal stakeholders, tiered support teams, and leadership to ensure efficient, high-quality service delivery aligned with GM values and Global People Services metrics.

Key Responsibilities

• Serve as the primary point of contact (“front face”) for employees, former employees, and internal business partners, ensuring consistent, professional, and customer-focused service.
• Manage and resolve employee requests through multiple channels, including phone, email, chat, and HR ticketing systems.
• Perform case management activities by identifying, documenting, and escalating complex issues to Tier II support, tracking cases through resolution, and communicating outcomes back to the requestor.
• Ensure service delivery meets or exceeds established global KPIs and SLAs, both quantitative and qualitative.
• Maintain and update knowledge base documentation to ensure accuracy, compliance, and consistency with current processes.
• Conduct employment reference checks and background verification activities in accordance with GM policies and regional legal requirements.
• Support quality assurance processes, including calibration and alignment with quality evaluation standards.
• Effectively handle employee and internal stakeholder requests with a strong focus on accuracy, confidentiality, compliance, and continuous improvement.

Required Qualifications

• College degree completed or in progress (subject to evaluation).
• Minimum of 2 years of relevant work experience.
• Experience in service delivery, shared services, HR operations, or manufacturing environment (preferred).
• Language proficiency:
  • Spanish: Required
  • English: Upper-intermediate level (preferred)
• Proficiency in Microsoft Office tools, ServiceNow, Workday,  including intermediate Excel skills.
• General knowledge of HR processes and employee lifecycle activities (preferred).
• Ability to work on-site full time.
• Flexibility to work rotating shifts (4x3 schedule).

What Can Give You a Competitive Edge (Preferred Qualifications)

• Strong process execution and analytical problem-solving skills.
• Effective interpersonal and communication skills, with the ability to engage across levels and functions.
• Adaptability and resilience in a fast-paced, high-volume environment.
• Self-directed learner with a continuous improvement mindset.
• Demonstrated ability to work under pressure and manage multiple priorities.
• Strong typing skills and proficiency navigating multiple systems.
• Customer-focused approach, with the ability to resolve complex inquiries and support leadership needs.
• Results-oriented mindset with strong attention to detail and accuracy.
• Ability to work both independently and collaboratively within a team environment.
• Experience handling employee-facing and internal stakeholder requests in a structured service model.

In case you need any reasonable adjustment to continue with your process, let your recruiter know.

Remember to attach your CV when applying to this vacancy.

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 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.

GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need gm immigration sponsorship now or in the future. This role is categorized as onsite. This means the selected candidate is expected to report to a specific location on a full-time basis. This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.

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 1-800-865-7580. 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.