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 office three times per week or other frequency dictated by the business.

The Role

The Global Travel & Expense (T&E) Team is dedicated to providing exceptional travel and expense services that prioritize safety and cost-effectiveness for our employees. We streamline the travel process, ensuring that every journey from point A to B is efficient and hassle-free. Our commitment to excellence not only enhances employee satisfaction but also supports the overall goals of the organization.

What You'll Do

Process travel and expense related cases assigned through Siebel, prioritizing, and addressing requests based on nature, urgency, and impact. Monitor personal queues and aging cases.

Answer and process phone inquiries and voicemails (CCA).

Follow established processes for timely case handling and issue resolution, including logging and documenting all inquiries in the case management tool, consulting knowledge resources, escalating cases as needed, and ensuring follow-through to resolution.

Communicate with employees regarding discrepancies in their expense reports.

Serve as the primary point of contact for employees and take responsibility for resolving queries.

Ensure high-quality standards for all assigned tasks.

Adhere to service level agreements (SLAs) for case management.

Escalate cases to the Senior Analyst, Team Lead, or Transportation Services Supervisor when necessary.

Suggest process improvements to drive operational efficiency, service excellence, and quality, speed, and safety.

Maintain and update job aids, standard operating procedures, and the knowledge base.

Comply with the Master Process, Global Travel and Expense policy, Global Service Level Agreement, GM Corporate Policies, external regulatory requirements, and approved desktop procedures and job aids. Ensure confidentiality of employee information in line with established practices.

Strive to meet targets for key metrics, including NPS, CSAT, QA Scores, and Resolution Rates.

Willing to undergo cross-training and handle back-office tasks, including audits.

Additional Job Description

Your Skills & Abilities (Required Qualifications)

Bachelor’s Degree in Human Resources, Business Administration, or related fieldExperience handling a role in a Shared Services / Contact Center / Call Handling environment.Experience in Microsoft Excel, Microsoft PowerPoint, Microsoft Word, SAPAbove average communication skillsWillingness to work hybrid on night shift

What Will Give You A Competitive Edge (Preferred Qualifications)

Experience working with a diverse and multi-cultural teamExperience working for a multinational organization and working with colleagues internationally are preferred

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.