HR Services is critical to the overall effectiveness of the HR experience across Microsoft. HR Services brings the HR support model and experience to the scale of the global Microsoft employee population by providing the platform for end-to-end operational services and employee experiences with responsibilities spanning employee self-service, assisted support, and employee relations. HR Services is responsible for the operational delivery across a broad range of employee life-cycle experiences such as onboarding, performance and development rewards, talent movement and offboarding. As the catalyst for HR digital transformation, HR Services is also leading the Human Capital Management solution strategy with the global launch of our new HR Core Solution. HR Services holds the key accountability for HR privacy, risk and compliance.

HR Service Manager is an integral member of HR Services organization working in a highly collaborative team and executes the delivery of high-quality HR programs to business, managers and employees, as well as to the HR Community. This role will be responsible for delivering high-quality execution of global CoE programs across Americas and will advise on the administration of current programs and recommend solutions to seamlessly address employees and managers inquiries.

The successful candidate will demonstrate in-depth knowledge of HR management practices, end to end processes, ability to monitor and control for quality and standard controls (e.g. SOX), perform trend analysis, basic diagnostics, problem-solving, programmatic approach to drive consistency in processes and services aligned to Global policies to exceed performance expectations. The HR Services Manager translates programs into a delivery solution which requires a mixture of scalable delivery management models.

Responsibilities

Establish and maintain a customer-oriented culture within the operations team that continuously strives to resolve customer needs on first point of contact and evangelize self-service offerings.

Deliver service within agreed Service Level Agreements (SLA’s) and Customer Satisfaction scores.

Align to Key Performance Indicators and set up Service Level Agreements with stakeholders where appropriate

Ensure process and operating procedure documentation is always effective and in place and operate business continuity and disaster recovery plans are established and maintained.

Participate in User Acceptance Testing for technology that enable Benefits tools, Employee Central or any other HR program solutions.

Ability to manage diverse perspectives and work productively across global team in a rapidly changing environment.

Ensure HR integrity and compliance through accurate management of employee as required across Talent Management and Compensation.

Accountable for maintaining highly confidential and sensitive information.

Write and maintain desktop procedures or knowledge base content and manage improvement initiatives

Review how cases were managed by associates, look to find opportunity areas and coach to provide customer experience

Coordinate required trainings on new activities/process coming AskHR while continuing regular rhythm of business

Help advisors as subject matter expert on complex cases and develop teams judgment/knowledge

Creating scheduling and own general administration for the team 

Assist in pulling data/metric reports on teams performance, trends, volumes, etc. 

Partner with Manager on project implementation into HR Advisory space

Qualifications

5+ years of experience in HR Shared Services or HR Operations Processes with an overall understanding of end to end processes of employee life cycle. 

Must be fluent in English, strong verbal and written communication skills

Proven experience managing complex HR processes and being able to solve and identify scalable solutions to problems

Knowledge/Exposure to US Benefits including Medical Insurance

Previous experience leading a team, coach and model advisors.

High level of attention to detail and results oriented with strong organizational skills.

Ability to prioritize effectively and balance multiple tasks

Ability to utilize HR analytics as well as reporting capabilities

Ability to make decisions that impact customer service levels and integrity with a sense of urgency.

Passionate for continuous improvement and management as well as quality driven

Solid working knowledge of Microsoft Office and expertise in SAP,  SuccessFactors experience preferred

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.