The HR Services center of excellence’s aspiration is to enable HR services at scale, simplify processes and transactions, improve data quality and consistency, and help deliver a great employee experience across Microsoft. Providing end-to-end operational HR services through our Tier 0 (HRWeb) and tier 1 (AskHR) employee inquiry support funnel. Performing “hire-to-retire business process administration with operational support for compensation, benefits, learning and on-boarding programs globally, and platform management to enable COEs to deploy programs at scale.

The 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. This role requires management excellence to lead a service line team, 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, and use of data, insights, and voice of the customer framework to identify trends and improvement opportunity areas for operational quality and efficiency.

This role is for Night shift and supporting the Americas region.

Responsibilities

• Accountable for the overall delivery of services for the countries in the service region meeting and striving to exceed KPI targets, and operating as an escalation point of contact for employees and partners across the region.
• Accountable for Data Privacy and security in the service line, rapid response to privacy issues, and handling of sensitive cases.
• Accountable for service process documentation, desk-top-procedures, and knowledge base articles for assisted support.
• Accountable for leading a diverse team and building team capability.
• Accountable for contributing to the global standard design for processes.
• Accountable for driving standardization and continuous improvement.
  
  

Qualifications

Required/Minimum Qualifications

• 7+ years experience in HR Shared Services, HR or Operation.
• OR Bachelor's Degree AND 5+ years experience in HR Shared Services, HR or Operation.
• 2+ years of people management experience, with the capability to develop a strong team and enable the team to achieve their potential.
• Strong communicator (verbal & written), collaborative and skilled in judgement & decision making that improve employee service or address privacy/compliance issues with a sense of urgency.
• Maintain highly confidential and sensitive information and ability to work according to shift is required.
  

Additional Or Preferred Qualifications

• 10+ years of relevant work experience preferred; of which 5+ years of people management experience preferred.
• Use quality framework and tools for Trend Analysis, Root cause analysis, provide immediate and permanent fix for service defects with strong desire to continuously improve processes & deliver against agreed objectives/ service levels.
• End-to-end process understanding, ability to develop and maintain processes, Desk Top Procedure and Knowledge base articles.
• Strong Project management skills, influencing skills and ability to train the team on an ongoing basis.
  
  

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.