People Services Supervisor - Payroll & Timekeeping

About the role

The Supervisor, Payroll & Timekeeping Operations is a Level 7 People Leader within the Manila People Services Center (PSC), responsible for the day-to-day operational delivery of Payroll and Timekeeping services across the GM employee population. This role leads a team of Team Leaders and Analysts, ensuring high-quality, SLA-compliant service execution across multiple countries and service lines. The Supervisor operates with a high degree of independence, owns outcomes across their functional area, and serves as a key escalation point and operational partner to the PSC Operations Manager, Foundations Enablement, and global HR and Payroll stakeholders. Reporting Structure Reports to: PSC Manila Operations Manager Direct reports: Team Leaders (Level 6) and/or Senior Analysts Indirect team: Analysts supporting Payroll processing and Timekeeping case management

Responsibilities

• Service Delivery & Quality
• Oversee end-to-end operational delivery across Payroll and Timekeeping service lines, including case management, processing support, and employee inquiry resolution
• Maintain strong SLA performance and quality metrics; hold the team 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 Payroll and Timekeeping issues
• Partner with the Quality & Continuous Improvement team to embed quality standards across service delivery
• Operational Planning & Execution
• Create and oversee operational plans for routine activities; analyze data to resolve issues within the area of responsibility
• Develop and manage team schedules, staffing allocations, and shift coverage to meet volume and SLA requirements
• Utilize judgment to develop programs, plans, and strategies that align with annual objectives
• Monitor team performance through dashboards and reports; proactively surface risks and address gaps before they escalate
• Process Improvement & Innovation
• Identify systemic inefficiencies and drive structured improvements through Workday Change Requests (WCRs), ServiceNow enhancements, or process redesigns
• Collaborate with HR Technology, IT, and Payroll Operations stakeholders to support system changes and process transitions
• Leverage AI tools and automation opportunities to improve team efficiency and reduce manual intervention
• Support the development and maintenance of Standard Operating Procedures (SOPs) and Knowledge Articles
• People Development & Engagement
• Actively build the team with the optimal mix of talent and experience; make intentional hiring and development decisions
• Coach and develop Team Leaders to strengthen operational acumen, people leadership, and career progression
• Recognize and reward strong performance publicly and privately; create a team environment 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
• Stakeholder & Cross-Functional Partnership
• Enhance relationships and networks with senior internal partners including Payroll Operations, HR Technology, IT Timekeeping, and business stakeholders
• Serve as the Manila PSC representative in Payroll and Timekeeping forums, governance calls, and transformation discussions
• Communicate proactively with stakeholders on risks, volume changes, go-live impacts, and operational performance
• Partner with Training and Knowledge Management teams to ensure team readiness for new processes, tools, and service migrations
• Systems & Tools
• Payroll: ADP, Workday, SAP (Globalview)
• Timekeeping: UKG Pro (formerly Kronos), MyTime (Serval)
• Case Management: ServiceNow
• Reporting: Tableau, Excel
• Your Skills & Abilities (Required Qualifications)
• Minimum 3-5 years of experience in HR Shared Services, Payroll Operations, or a related HR service delivery function
• Prior experience in a people leader or team lead role supervising analysts or team leaders
• Strong working knowledge of payroll processing principles, timekeeping systems, and HR data management
• Demonstrated ability to manage multi-function operations in a high-volume, deadline-driven environment
• Experience using Workday, ServiceNow, or equivalent HR systems
• Excellent communication skills - able to effectively collaborate with cross-functional partners across geographies and time zones
• What Will Give You A Competitive Edge (Preferred Qualifications)
• Experience with UKG Pro (formerly Kronos) or ADP payroll plat

Additional Information

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) , meaning the successful candidate will be required to report to the office based on business needs, with in-office attendance determined as necessary.

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