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 operational delivery across a broad range of employee life-cycle experiences such as onboarding, 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.
The New Hire Service Manager is 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 New Hire Team ensures 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, coordinating on 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 be a confident People Manager to lead a group of people within the New Hire service line
Thought-leadership to drive consistency in processes & services aligned to Global/Functional/Local policies to exceed performance expectations
Contribution to the global end-to-end process design that enhances the employee experience
Confident use of data, insights, and voice of the customer framework to identify trends and improvement opportunity areas for operational quality and efficiency
People Management experience
The skill to influence others, develop and maintain working relationships, and deliver results and/or expertise for a client in a professional manner.
To have proven experience in managing complex HR processes, being able to problem solve and think of scalable solutions
Experience of having worked in workgroup communities to drive operational changes is an added advantage
Knowledge of and ability to adhere to and update Human Resources policies, procedures, and practices.
Knowledge of human resources (HR) industry terminology, technology, research, and practice. This includes knowledge of HR operating environments, issues, trends, and federal, state, and local laws and regulations, and any applicable software.
To possess initiative & drive; with strong desire to continuously improve processes & deliver against agreed objectives/ service level
Multi-tasking experience in a fast-paced environment, completing work tasks with speed and accuracy in a detailed work environment
Excellent communication skills (both verbal & written) with an ability to listen & respond to customer queries.
Fluent English language skills
Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
Model – Live our culture; Embody our values; Practice our leadership principles.
Coach – Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.
Care – Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others.
HR Central Services Customer Support
Handles escalated inquiries and 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 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 Human Resources 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.
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.
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; interprets policies and facilitates decision-making on exception cases; ensures operational compliance with policies, laws, and regulations for a supported service area.
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.
Embody our and values
5+ years experience in HR, Customer Suppor or related fieldOR Bachelor’s Degree in Human Resources, Business, or related field AND 3+ years experience in Operations, Customer Support, HR, or related field.