Travel & Expense Analyst

• Process travel and expense related cases assigned through Siebel, prioritizing, and addressing requests based on nature, urgency, and impact. Monitor personal queues and aging cases.

• Answer and process phone inquiries and voicemails (CCA).

• Follow established processes for timely case handling and issue resolution, including logging and documenting all inquiries in the case management tool, consulting knowledge resources, escalating cases as needed, and ensuring follow-through to resolution.

• Communicate with employees regarding discrepancies in their expense reports.

• Serve as the primary point of contact for employees and take responsibility for resolving queries.

• Ensure high-quality standards for all assigned tasks.

• Adhere to service level agreements (SLAs) for case management.

• Escalate cases to the Senior Analyst, Team Lead, or Transportation Services Supervisor when necessary.

• Suggest process improvements to drive operational efficiency, service excellence, and quality, speed, and safety.

• Maintain and update job aids, standard operating procedures, and the knowledge base.

• Comply with the Master Process, Global Travel and Expense policy, Global Service Level Agreement, GM Corporate Policies, external regulatory requirements, and approved desktop procedures and job aids. Ensure confidentiality of employee information in line with established practices.

• Strive to meet targets for key metrics, including NPS, CSAT, QA Scores, and Resolution Rates.

• Willing to undergo cross-training and handle back-office tasks, including audits.

Additional Description

Your Skills & Abilities (Required Qualifications)

• Bachelor's Degree in Human Resources, Business Administration, or related field

• Experience handling a role in a Shared Services / Contact Center / Call Handling environment.

• Experience in Microsoft Excel, Microsoft PowerPoint, Microsoft Word, SAP

• Above average communication skills

• Willingness to work hybrid on night shift

What Will Give You A Competitive Edge (Preferred Qualifications)

• Experience working with a diverse and multi-cultural team

• Experience working for a multinational organization and working with colleagues internationally are preferred

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, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

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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 (U.S. and Canada)

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