HR Service Lead

• Job number1470709

The HR Service Center provides operational and support services for Microsoft HR programs, with primary areas of focus being customer support services, core HR operations (HR Benefits, data administration, onboarding, leave administration, staffing, learning & development, etc.), business process optimization, HR online solutions, and project management. The success of the HR Services organization is critical to the overall effectiveness of HR and our ability to ensure consistent employee and manager experiences companywide.

The HR Services Lead plays a key role in the delivery of quality services to business leaders, managers and employees, as well as to the HR community and driving an agenda of continuous improvement. Within our Service Centers, our Onboarding Teams ensure that every new hire at Microsoft has the best experience as they become our newest employees; from background checks, to relocation, to timely set-up in HR data systems, New Employee Orientation scheduling to ensure productivity on Day-1, payroll inputs and benefits enrolment. This is a fantastic opportunity to join a dynamic global organization and support the delivery of a best-in-class service experience for our global onboarding programs.

You will need to:

• Accountable for the overall delivery of Pre-Hire services, background/reference checks, requisition processing, immigration relocation support, data management, onboarding assistance for the region supported
• Takes complete ownership to ensure smooth onboarding experience for all new hires in scope, including follow-up with the candidate/ manager/ admin/ partners to collect missing information and / or informing approval requirements
• Ensure the Maker-Checker process is followed, and Data Monitoring is done to ensure high quality of data across all HR tools associated with employee data administration
• Maintain efficient service delivery by ensuring transactional requests and assigned inquiries are completed within SLA depending on priority & complexity
• Operate within the Data Privacy and security guidelines in the service line
• Create, document and follow the service process documentation, desk-top-procedures, and knowledge base articles for assisted support.
• Contribute to the global standard design for Pre-Hire experience processes.
• Drive standardization and continuous improvement.
• Attention to detail and ability to follow guidelines is a must
• Knowledge of HR processes and exposure to a Shared Service Center environment
• Ability to maintain highly confidential and sensitive information
• Possess initiative & drive; with strong desire to continuously improve processes & deliver against agreed objectives/ service levels
• Ability to work effectively in a team and willingness to help others
• Experience with common help desk tools such as CRM is a plus
• The ability to work with/manage documents on a SharePoint is required

Responsibilities

HR Central Services Customer Support

• Performs transactions for a supported service area in a region; researches, develops, and recommends solutions to manage the service processes aligned with established practices, policies, and/or laws; connects with peer disciplines (e.g., HR Consulting, Procurement, Finance, Engineering) to address inquires, if needed.
• Contributes to the design and delivery of changes by developing communication materials related to changes in a customer support system during the implementation of HR programs; partners with regional operational stakeholders to monitor, escalate, or address inquiries/issues related to employee experience or change communication; collects feedback on employee experience and assesses impact on employee experience.
• Builds rapport and consensus with partners and stakeholders to align operational processes; learns the end-to-end service model for a supported service area and promotes the use of Human Resources shared services, platforms, and tools; learns and presents recommendations to drive the adoption of the end-to-end service delivery model.

Process Management

• Takes ownership of and leads the implementation of a new process by implementing defined action plans; conducts analysis and collects feedback for smaller or less complex processes/procedures; supports the design of new processes or procedures as requested.
• Leads the implementation of solutions and changes to improve a process based on an established strategy or action plan; in partnership with functional operations team, monitors key performance indicator (KPI) targets to identify opportunities for continuous process improvement and future investment to drive efficiency and improved employee experience.

Data Management

• Provides expertise in Human Resources Information Systems (HRIS) by contributing to the day-to-day management of employee data in a supported service area; provides recommendations on data administration.
• Executes control measure or process for compliance; tracks and analyzes the root cause of issues related to data integrity, security, and privacy; supports data modeling initiatives by using data generation and troubleshooting techniques to meet customer and business needs; ensures operational compliance with policies, laws, and regulations for a supported service area.

Documentation

• Contributes to the development and configuration of documentation and reporting of employee records; conducts gap analysis on reporting and documentation of employee records for a supported service area.
• Maintains up-to-date documentation of processes, desk-top procedures, and knowledge-based content; ensures data entry is completed in a timely manner.

Supplier/Vendor Management

• Prepares analysis or reports (e.g., dashboard and scorecard) to measure supplier/vendor performance.

Other

• Embody our culture and values

Qualifications

Required/Minimum Qualifications

• 5+ years’ experience in HR, Operations, Customer Support, or related field
• OR Bachelor’s Degree in Human Resources/ MBA or equivalent (any specialization) (Specialization in Human Resource Management will be an advantage, Business, AND 5+ years’ experience in Operations, Customer Support, HR, or related field.
• 2+ years’ experience in any HR core platform like SAP, PeopleSoft, SuccessFactors is required. Either of these tools are required.

Additional or Preferred Qualifications

• CE2, TOEFL, or similar Language Certification (if not native speaker for needed language).

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Microsoft Corporation is an American multinational technology corporation which produces computer software, consumer electronics, personal computers, and related services headquartered at the Microsoft Redmond campus located in Redmond, Washington, United States.