Team Leader, Global Data Management Operations

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 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.

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