Spanish Bilingual People Services Supervisor

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

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

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.

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)

Serve as the primary escalation point for complex, sensitive, or time-critical GDM cases spanning both team portfolios and all supported regions

Partner with the Quality & Continuous Improvement team to embed consistent quality standards across service delivery, audits, and peer-check processes

Operational Planning & Execution

Create and oversee operational plans for night shift activities across both teams; analyze performance data to resolve issues within the areas of responsibility

Develop and manage team schedules, staffing allocations, and shift coverage across the portfolios to meet volume and SLA requirements

Utilize judgment to develop programs, plans, and strategies that align with annual PSC objectives and Foundations Enablement priorities

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

Actively build both teams with the optimal mix of talent and experience; make intentional hiring and development decisions in partnership with the Operations Manager

Coach and develop Team Leaders to strengthen operational acumen, bilingual service delivery capability, people leadership, and career progression

Recognize and reward strong performance publicly and privately; create a team environment across both portfolios where individuals feel supported and clear on expectations

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

Serve as the bilingual (English/Spanish) liaison between Manila PSC and HR partners, PSC COE Benefits teams, and People Operations stakeholders

Represent in governance calls, coordination forums, and cross-site operational discussions

Communicate proactively with stakeholders across all regions on risks, volume changes, go-live impacts, process migrations, and operational performance

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

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

Conduct ongoing evaluation of GDM processes across markets, identifying redundancies, inconsistencies, and inefficiencies that span regional boundaries

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

Lead structured process improvement efforts through Workday Change Requests (WCRs), ServiceNow enhancements, SOP redesigns, or cross-site workflow alignment

Collaborate with HR Technology, Workday Product teams, Foundations Enablement, and PSC operational partners to support system changes, automation opportunities, and process transitions

Leverage AI tools and emerging automation platforms to reduce manual intervention, increase throughput, and improve team efficiency across both portfolios

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

HRIS: Workday

Case Management: ServiceNow

Reporting: Microsoft Excel, SharePoint, Tableau, Power BI

Collaboration: Microsoft Teams, Outlook, SharePoint

Your Skills & Abilities (Required Qualifications)

Bachelor's degree in Human Resources, Business Administration, or a related field, or equivalent combination of education and experience

Fluency in both English and Spanish (written and verbal) — required for direct stakeholder engagement, bilingual team leadership, and cross-site coordination with PSC.

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

Demonstrated people leadership experience, including supervising Team Leaders or Analysts in a shared services or HR operations environment

Proven process improvement capability — experience identifying inefficiencies, leading structured improvement efforts, and driving standardization across workflows or service lines

Strong working knowledge of Workday HCM transaction processing, HR data management principles, and ServiceNow case management

Demonstrated ability to manage multi-team, multi-region operations in a high-volume, deadline-driven environment

Excellent communication and interpersonal skills; proven ability to lead and influence across geographies, cultures, and organizational levels

Strong analytical skills; comfortable using data to diagnose issues, evaluate performance, and drive decisions

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)

Experience supporting HR operations across various international markets

Familiarity with Benefits administration processes, disability programs, or international assignment (IA) data management

Background in supporting or managing HR reporting functions (manpower, absenteeism, overtime, headcount)

Formal exposure to continuous improvement methodologies (e.g., Lean, Six Sigma, or equivalent) or global process standardization programs

Experience with AI-assisted tools, intelligent automation platforms, or emerging HR technology used to enhance service delivery and reduce manual effort

Experience leading or participating in process migrations, system go-lives, or cross-regional service line transitions

People Leader Expectations

This role is expected to:

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

Work independently on driving team results across two distinct portfolios, receiving general management guidance from the PSC Operations Manager rather than detailed direction

Address and evaluate diverse, cross-regional challenges using innovative methods and proposing alternative approaches when standard processes fall short

Serve as a mentor and development partner to Team Leaders, providing coaching and guidance on operational, bilingual service delivery, and people leadership challenges

Actively build both teams with the optimal mix of talent, language capability, and functional expertise; make intentional hire and develop decisions

Enhance relationships and networks with senior HR, COE, and Foundations Enablement partners who may not be directly familiar with GDM operations

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:

Own the Outcome — Takes full accountability for results across both team portfolios; diagnoses root causes and drives solutions proactively without waiting to be directed

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

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

Speak Fearlessly — Surfaces risks, gaps, and improvement opportunities to PSC Operations leadership proactively and with data and clarity

Move with Urgency — Keeps both teams focused on SLA delivery and timely escalation, especially during peak volume periods, go-lives, or operational disruptions

Win with Integrity — Ensures all GDM transactions and HR data are handled with the highest standards of accuracy, confidentiality, and compliance across all regions

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.

Total Rewards | Benefits Overview

From day one, we're looking out for your well-being–at work and at home–so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources. 

Non-Discrimination and Equal Employment Opportunities (U.S.)

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.

All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws. 

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 Show email or call us at View phone number on search-careers.gm.com. 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.