Job Description

Responsibilities:

• Processing of cases assigned through Siebel. Prioritizing and working on requests according to nature, urgency, and impact. Monitoring of personal queues and aging cases

• CCA – cases related to travel and expense

• Answering/Processing phone call inquiries and voicemails (CCA)

• Following established processes for timely case handling and issue resolution including logging and documenting all inquiries into the case management tool, consulting knowledge resources, and escalating the case to other tiers and following through resolution

• Communication with employees who have been found to have expense report discrepancies

• Serving as the single point of contact for employees and be responsible for query resolution

• Ensuring high-quality standards for all tasks assigned.

• Adhering to service level agreements (SLAs) established for case management.

• Referring to the Senior Analyst-Team Lead and Transportation Services Supervisor for cases that need escalation

• Suggesting process improvements necessary for operational efficiencies and service excellence to drive quality, speed, and safety

• Maintaining and updating job aids and standard operating procedures knowledgebase.

• Complying with the Master Process, Global Travel and Expense policy, Global Service Level Agreement, GM Corporate Policies, external regulatory requirements and performing based on the approved desktop procedures and job aids. Maintaining confidentiality of employee information according to established practice

• Strive to achieve the targets for our metrics (NPS, CSAT, QA Scores, Resolution Rates)

Additional Job Description

• Preferably with hands on experience in Travel and Expense related tasks, Concur, Workday, Case Management Systems, Knowledge Base Systems, Avaya Telephones, CC Pulse, ESS Jeonsoft, Dashboard and Reporting Tools, and other HR Management Systems and Tools

• Experience creating/updating documentation of business processes including specifications, training material, and security & change control

• Willing to work on night shift on a hybrid work arrangement

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 volunteer opportunities.

We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.

We are leading the change to make our world better, safer and more equitable for all through our actions and how we behave. Learn more about:

Our Company (https://search-careers.gm.com/en/working-at-gm/)

Our Culture

How we hire​​​​​​​ (https://search-careers.gm.com/en/how-we-hire/)

Our diverse team of employees bring their collective passion for engineering, technology and design to deliver on our vision of a world with Zero Crashes, Zero Emissions and Zero Congestion. We are looking for adventure-seekers and imaginative thought leaders to help us transform mobility.

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The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity Employer and 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 at Careers.Accommodations@GM.com .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.