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, Latin American, and GMIO business operations.
The Role
This is a People Leader within the Manila People Services Center (PSC), responsible for the end-to-end operational delivery of services across distinct team portfolios: (1) a team supporting Workday data management, Benefits administration, and HR reporting for Spanish-speaking markets, and (2) a team supporting GDM transactions and HR data operations for various international markets.
This role leads a team of Team Leaders and their respective analyst groups, ensuring high-quality, SLA-compliant service execution across multiple regions, service lines, and languages. The Supervisor operates with a high degree of independence, owns outcomes across both functional teams, and serves as a key escalation point and operational partner to the PSC Operations Manager, Foundations Enablement, and global HR stakeholders. Bilingual fluency in English and Spanish is required to effectively lead the portfolio and engage with HR partners and PSC counterparts.
Beyond operational delivery, this role requires an innovative mindset and a global perspective. The Supervisor is expected to continuously evaluate GDM processes across all supported regions, identifying opportunities to streamline workflows, eliminate redundancy, and establish standardized practices that improve consistency, quality, and scalability across the entire operating model.
What You'll Do
Service Delivery & Quality
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Oversee end-to-end operational delivery across both GDM team portfolios, including Workday task processing, Benefits data management, HR administration reporting, and international HR transactions.
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Maintain strong SLA performance and quality metrics across both teams; hold Team Leaders accountable to established targets for volume, accuracy, timeliness, and First Time Resolution (FTR)
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Serve as the primary escalation point for complex, sensitive, or time-critical GDM cases spanning both team portfolios and all supported regions
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Partner with the Quality & Continuous Improvement team to embed consistent quality standards across service delivery, audits, and peer-check processes
Operational Planning & Execution
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Create and oversee operational plans for night shift activities across both teams; analyze performance data to resolve issues within the areas of responsibility
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Develop and manage team schedules, staffing allocations, and shift coverage across the portfolios to meet volume and SLA requirements
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Utilize judgment to develop programs, plans, and strategies that align with annual PSC objectives and Foundations Enablement priorities
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Monitor team performance through dashboards and reports (ServiceNow, Power BI, Excel); proactively surface risks and address gaps before they escalate to the Operations Manager
People Development & Engagement
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Actively build both teams with the optimal mix of talent and experience; make intentional hiring and development decisions in partnership with the Operations Manager
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Coach and develop Team Leaders to strengthen operational acumen, bilingual service delivery capability, people leadership, and career progression
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Recognize and reward strong performance publicly and privately; create a team environment across both portfolios where individuals feel supported and clear on expectations
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Drive strong WOC (Ways of Commitment) and Engagement scores by modeling GM Behaviors and fostering psychological safety across a multicultural, multilingual team
Cross-Regional Stakeholder Partnership
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Serve as the bilingual (English/Spanish) liaison between Manila PSC and HR partners, PSC COE Benefits teams, and People Operations stakeholders
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Represent in governance calls, coordination forums, and cross-site operational discussions
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Communicate proactively with stakeholders across all regions on risks, volume changes, go-live impacts, process migrations, and operational performance
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Partner with Foundations Enablement, HR Technology, and Training & Knowledge Management teams to ensure team readiness for new processes, migrations, and system changes
Process Improvement, Innovation & Global Standardization
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Adopt and model an innovative mindset across both teams — continuously questioning current-state processes and challenging the team to think beyond task execution toward scalable, future-ready solutions
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Conduct ongoing evaluation of GDM processes across markets, identifying redundancies, inconsistencies, and inefficiencies that span regional boundaries
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Drive global process standardization initiatives — establishing common frameworks, templates, and operating procedures that can be applied consistently across all supported regions while accommodating necessary local variations
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Lead structured process improvement efforts through Workday Change Requests (WCRs), ServiceNow enhancements, SOP redesigns, or cross-site workflow alignment
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Collaborate with HR Technology, Workday Product teams, Foundations Enablement, and PSC operational partners to support system changes, automation opportunities, and process transitions
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Leverage AI tools and emerging automation platforms to reduce manual intervention, increase throughput, and improve team efficiency across both portfolios
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Champion the development, governance, and maintenance of Standard Operating Procedures (SOPs) and Knowledge Articles across all supported service lines and regions; ensure documentation reflects the most current, standardized process
Systems & Tools
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HRIS: Workday
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Case Management: ServiceNow
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Reporting: Microsoft Excel, SharePoint, Tableau, Power BI
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Collaboration: Microsoft Teams, Outlook, SharePoint
Your Skills & Abilities (Required Qualifications)
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Bachelor's degree in Human Resources, Business Administration, or a related field, or equivalent combination of education and experience
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Fluency in both English and Spanish (written and verbal) — required for direct stakeholder engagement, bilingual team leadership, and cross-site coordination with PSC.
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Minimum 3–5 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
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Demonstrated people leadership experience, including supervising Team Leaders or Analysts in a shared services or HR operations environment
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Proven process improvement capability — experience identifying inefficiencies, leading structured improvement efforts, and driving standardization across workflows or service lines
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Strong working knowledge of Workday HCM transaction processing, HR data management principles, and ServiceNow case management
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Demonstrated ability to manage multi-team, multi-region operations in a high-volume, deadline-driven environment
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Excellent communication and interpersonal skills; proven ability to lead and influence across geographies, cultures, and organizational levels
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Strong analytical skills; comfortable using data to diagnose issues, evaluate performance, and drive decisions
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Innovative mindset — approaches problems with curiosity, challenges the status quo, and consistently looks for better ways to deliver at scale
What Will Give You A Competitive Edge (Preferred Qualifications)
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Experience supporting HR operations across various international markets
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Familiarity with Benefits administration processes, disability programs, or international assignment (IA) data management
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Background in supporting or managing HR reporting functions (manpower, absenteeism, overtime, headcount)
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Formal exposure to continuous improvement methodologies (e.g., Lean, Six Sigma, or equivalent) or global process standardization programs
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Experience with AI-assisted tools, intelligent automation platforms, or emerging HR technology used to enhance service delivery and reduce manual effort
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Experience leading or participating in process migrations, system go-lives, or cross-regional service line transitions
People Leader Expectations
This role is expected to:
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Possess in-depth knowledge and working experience across GDM, Workday, Benefits, and HR Reporting service lines, with broad knowledge of related areas in various international markets
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Work independently on driving team results across two distinct portfolios, receiving general management guidance from the PSC Operations Manager rather than detailed direction
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Address and evaluate diverse, cross-regional challenges using innovative methods and proposing alternative approaches when standard processes fall short
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Serve as a mentor and development partner to Team Leaders, providing coaching and guidance on operational, bilingual service delivery, and people leadership challenges
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Actively build both teams with the optimal mix of talent, language capability, and functional expertise; make intentional hire and develop decisions
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Enhance relationships and networks with senior HR, COE, and Foundations Enablement partners who may not be directly familiar with GDM operations
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Use data and analysis to demonstrate team value, quantify risks, and drive decision-making with the Operations Manager and broader PSC leadership
GM Behaviors
This role is expected to consistently demonstrate all GM Behaviors, with particular emphasis on:
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Own the Outcome — Takes full accountability for results across both team portfolios; diagnoses root causes and drives solutions proactively without waiting to be directed
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Lead as One Team — Bridges the regional teams with each other and with PSC, COEs, HR Tech, and global HR stakeholders to drive alignment and shared outcomes
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Be Inclusive — Creates an environment where analysts and leaders of all backgrounds and languages feel valued and supported; models inclusive leadership across a multicultural, bilingual team
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Speak Fearlessly — Surfaces risks, gaps, and improvement opportunities to PSC Operations leadership proactively and with data and clarity
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Move with Urgency — Keeps both teams focused on SLA delivery and timely escalation, especially during peak volume periods, go-lives, or operational disruptions
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Win with Integrity — Ensures all GDM transactions and HR data are handled with the highest standards of accuracy, confidentiality, and compliance across all regions
