Mandarin Bilingual Analyst

Role Overview

• Responsible for the administration of day-to-day People Services cases and activities handled by People Services professionals.
• Responsible for supporting the People Services Teams in the execution of other People Services tasks.
• Processing of cases received via calls or emails.
• Prioritizing and working on requests according to nature, urgency, and impact.
• Monitoring of personal queues and aging cases.
• Following established processes for calls and case handling, issue resolution including logging and documenting all inquiries into the case management tools.
• Consulting knowledge resources, and escalating the case to other tiers and following through to resolution.
• Serving as the single point of contact for HR Representatives, Employees, and People Leaders and be responsible for query resolution.
• Ensuring high-quality standards for all tasks assigned.
• Adhering to service level agreements (SLAs) established for case management.
• Referring to the People Services Supervisor and/or Senior Analyst-Team Lead cases that are prone or have already been raised to escalation stage.
• Suggesting process improvements necessary for operational efficiencies and service excellence to drive quality, speed, and safety.
• Maintaining and updating job aids and standard operating procedures knowledgebase.
• Participating in project teams and system testing for performance improvement and initiatives.
• Complying with the Global service level agreement, GM Corporate policies, and external regulatory requirements.
• Maintaining confidentiality of employee information according to established practice.

Requirements

• Hands on experience working with and proficiency in Workday HCM, Case Management Systems, Knowledge Base Systems, Avaya Telephones, Employee Portals, Dashboard and Reporting Tools, and other HR Management Systems and Tools.
• Experience managing documentation of business processes including specifications, test scripts, training material, and change control.
• Written and verbal proficiency in various languages, depending on the specific requirements (e.g. Hindi, Korean, Mandarin, Portuguese, Spanish, Thai)
• Bachelor’s Degree in Human Resources, Business Administration, or related field is required
• Experience handling a role as Analyst for minimum of 2 years in a Shared Services / Contact Center environment
• Experience working with a diverse and multi-cultural team
• Experience working for a multinational organization and working with colleagues internationally are preferred

Benefits

• Health insurance
• 401(k) matching
• Flexible work hours
• Paid time off
• Professional development opportunities