People Services Analyst

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 (8pm to 5am) . This means the successful candidate is expected to report to GM Philippines office three times per week or other frequency dictated by the business.

As an Onboarding Journey Analyst, you will help deliver a consistent, timely, and candidate-centered onboarding experience for new hires supported by the Manila People Services Center. You will manage operational onboarding activities across connected HR systems and partner teams, helping move each candidate from offer acceptance through background-check completion, identity and access readiness, equipment coordination, and Day 1 preparation. You will work within defined processes and service-level expectations while applying sound judgment to resolve non-routine cases. The role requires strong attention to detail, clear communication, effective case ownership, and the ability to coordinate across Talent Acquisition, HR, hiring managers, IT, security, background-screening partners, and other People Services teams. What You’ll Do Manage onboarding cases and tasks from intake through resolution, ensuring actions, decisions, and outcomes are accurately documented. Support onboarding general inquiries through available channels, including case support, call, chat, email, and other approved service channels. Provide clear, professional, and timely communication to candidates, Talent Acquisition Partners, hiring managers, HR partners, and internal support teams. Monitor onboarding progress and outstanding actions across Serval, ServiceNow, Workday, HireRight, and related tools. Process and follow up on background-check activities, including reviewing case statuses, requesting missing information or documents, coordinating next steps, and escalating potential conflicts or exceptions through the appropriate channels. Review background-check results against the applicable job requirements and process guidance, while escalating policy, compliance, or business-judgment questions to the appropriate team. Complete accurate Workday updates and downstream onboarding actions based on approved process requirements and background-check outcomes. Monitor candidate and new-hire tasks, including identity and access steps, documentation, equipment or asset requests, orientation activities, and Day 1 readiness milestones. Investigate issues that affect onboarding timing, candidate experience, or start-date readiness; coordinate with partner teams to drive resolution and prevent avoidable delays. Apply standard work, knowledge articles, templates, and escalation paths consistently while identifying when a case falls outside the documented process. Maintain accurate case notes, trackers, and supporting records so that work is auditable and handoffs are clear. Meet established service level, quality, productivity, and customer-experience expectations. Identify recurring issues, data-quality concerns, and process gaps; recommend improvements that support simplification, automation, self-service, and better operational visibility. Participate in process updates, testing, training, knowledgebase reviews, readiness activities, and hypercare support for onboarding journey releases. Support cross-training and business-continuity activities as the Manila PSC expands its coverage of Employee Journeys and related People Services work. Your Skills & Abilities (Required Qualifications) Bachelor’s degree in Human Resources, Business Administration, Psychology, Operations, or a related discipline; equivalent relevant experience may be considered. Experience in HR operations, shared services, onboarding, recruiting operations, background screening, employee services, case management, or a related service