Yolanda Theeke, General Motors’ GBS People Services Assistant Director, leads a global team responsible for the strategy, design and implementation of GM’s new service delivery model for HR. Captive service centers are one of the cornerstones in this transformation journey, in which GM embarked approximately 3 years ago.
In that time, Yolanda and her team have opened 4 service centers around the world, which are primarily focused on servicing GM employees throughout the end-to-end employment lifecycle.
The implementation of each of the 4 service centers leveraged GBS-wide assets (such as common methodologies, technology and processes), while acknowledging and accommodating the different business constraints and priorities in each region.
In addition to standing up the service centers, Yolanda and her team are also responsible for developing, implementing and calibrating a global operating framework modeled off GM’s Global Manufacturing System (GM GMS). Along with the global operating framework, the team defines and oversees global standards as it relates to quality, metrics, ways of working, continuous improvement, best practice sharing, organizational design, training and knowledge management. “One service center, four locations” encapsulates the vision.
Yolanda has over 20 years of experience in HR and Labor Relations. For most of her career, she has been engaged in large transformation projects such as establishing a vendor management structure globally and leading a contract optimization effort. Yolanda also led the multi-year project to outsource HR & Payroll operations for GM Europe, in what was at the time one of the first and largest multi-process BPOs in the region.
Yolanda holds a BBA and an MBA from ESADE Business School (Barcelona, Spain), a CEMS Master from Erasmus University (Rotterdam, The Netherlands), and a Global Certificate (Global Industrial Relations in Transition) by Cornell University Industrial & Labor Relations School.