Work Arrangement:
This role is categorized as hybrid. This means the successful candidate is expected to report to the GM Philippines office three times per week or as dictated by business needs.
The Role
The Travel and Expense Corporate Card Administrator plays a key role in overseeing GM’s corporate card travel and procurement programs. This position works closely with major business groups and brands, ensuring seamless card operations and compliance for employees across the organization. Administrators manage card applications, credit limits, and maintenance requests, directly impacting the efficiency and security of business travel and expense reporting. The team’s work helps safeguard company assets, streamline expense processes, and support global mobility for GM employees. By collaborating with internal stakeholders and external partners, the Corporate Card Administrator drives improvements in policy, user experience, and operational excellence
What You’ll Do
- 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 cases (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.
Your Skills & Abilities (Required Qualifications)
- Bachelor's Degree
- At least 1 year relevant work experience on the same field
- Must have experience with Concur, Service Now
- Willing to undergo cross-training and handle back-office tasks, including audits.
What Will Give You A Competitive Edge (Preferred Qualifications)
- Collaboration and teamwork, strategic thinking, willingness to take initiative
