General Motors
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, Latin American, and GMIO business operations.
The Role
The Global Data Management (GDM) Operations Team Leader is a people leader within the Manila People Services Center (PSC), responsible for guiding a team of GDM Analysts delivering HR operational support across North America (US and Canada) and Latin America (LATAM) 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 LATAM HR partners and PSC LATAM, 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
LATAM Partnership
Serve as the point of contact for LATAM HR partners, People Operations, and PSC LATAM for GDM-related inquiries, escalations, and coordination
Lead or support LATAM-specific process migrations, transitions, and go-live activities in partnership with Foundations Enablement and the PSC Operations team
Facilitate communication between Manila analysts and LATAM stakeholders, translating process nuances and regional requirements into actionable team guidance
Represent the Manila GDM team in LATAM 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)
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
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.
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