Job 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 (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.
The Role
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 environment.
- Strong attention to detail and the ability to handle confidential employee and candidate information appropriately.
- Demonstrated ability to manage multiple cases, deadlines, and priorities while maintaining accurate records.
- Ability to interpret documented procedures, apply process requirements consistently, and escalate exceptions appropriately.
- Strong written and verbal communication skills, with the ability to communicate clearly with candidates, managers, HR partners, and cross-functional teams.
- Working knowledge of Microsoft Office or equivalent productivity tools, including email, spreadsheets, and document-management applications.
- Willingness and ability to learn and use HR and service-management systems such as Workday, ServiceNow, Serval, HireRight, and related tools.
- Ability to work effectively in a high-volume, metric-driven environment that may require coverage across global time zones.
- Commitment to providing respectful, inclusive, and timely service throughout the onboarding experience.
What Will Give You A Competitive Advantage (Preferred Qualifications)
- Experience supporting onboarding or background-investigation processes for salaried and hourly populations.
- Experience with Workday business processes, ServiceNow HR case management, Serval or other employee-journey platforms, and HireRight or another background-screening provider.
- Experience supporting global or multi-country HR operations, including work with country-specific requirements.
- Familiarity with identity and access management, IT asset fulfillment, orientation coordination, or Day 1 readiness activities.
- Experience analyzing case volumes, service-level performance, root causes, defects, or customer feedback.
- Experience participating in user acceptance testing, process transitions, hypercare, knowledge management, automation, or continuous-improvement initiatives.
Key Behaviors for Success
- Customer focus: Creates a clear, supportive, and professional experience for candidates, new hires, managers, and partners.
- Ownership: Takes responsibility for cases and follows through until the next action or final resolution is clear.
- Collaboration: Builds effective working relationships across People Services, Talent Acquisition, HR, IT, security, and other partner teams.
- Judgment: Distinguishes routine work from exceptions and escalates sensitive or high-risk matters through the correct path.
- Operational discipline: Follows standard work, meets service commitments, and maintains accurate documentation.
- Continuous improvement: Looks beyond the individual case to identify recurring friction, data issues, and opportunities to simplify or automate work.
- Adaptability: Learns new systems and processes quickly as the Employee Journeys capability evolves.
Measures of Success
Success in this role will be demonstrated through:
- Timely and accurate completion of assigned onboarding cases and tasks.
- Effective monitoring and resolution of background-check and onboarding exceptions.
- Accurate system updates and complete case documentation.
- Strong service-level, quality, productivity, and customer-experience results.
- Clear communication and effective handoffs with candidates and partner teams.
- Reduced avoidable delays, repeat contacts, and unresolved onboarding issues.
- Meaningful contributions to testing, knowledge improvements, automation readiness, and process optimization.





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