Spanish Bilingual Team Leader, Global Data Management Operations

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) 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 & Bilingual Support 

Serve as the bilingual (English/Spanish) 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)

Fluency in both English and Spanish (written and verbal) — required for LATAM stakeholder engagement and bilingual team support 

Minimum 2–3 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 

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.

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

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