Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is cantered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission.

HR plays a key role in the daily partnership and enabling our business, managers, and employees through a focus on the end-to-end employee experience. In this role you will be involved in managing employee administration with our Service Center, problem solving employee issues, managing local benefits programs, and involved in employee on-boarding, off boarding, and other aspects of the employee lifecycle.

This role provides a unique opportunity for the successful candidate to work in virtual, matrixed Global HR Services Field Delivery as part of MEA region-based broader HR Services and Geo HR teams working across boundaries to provide end-to-end employee support. You will gain valuable international experience, whilst further deepening HR operational and consultative expertise. Being part of Global HR team, you will have an opportunity to enjoy collaborative, learning and solution-oriented teams, have fun and opportunity for deeper and broader impact.

The ideal candidate is a strong communicator who possesses great attention to detail. This role requires administrative experience and exceptional customer service, while ensuring data accuracy, integrity, and confidentiality.  To be successful in this role, the individual in this position will also need to excel at working independently and under time pressure; have analytical and problem-solving skills and a continuous improvement mindset.

Responsibilities

Queue Management

​Queue Management System - Participates in handling queries coming through the Customer Relationship Management (CRM)/queue management system); Responds to employee and HR partners queries against agreed service level agreements and key business indicators in an accurate, complete, and empathic way; Supports the documentation of cases as requested; Maintains information security and confidentiality. Engages HR partners and third-party where needed to ensure execution on related queries and orchestrates end-to-end transactional process.

Data Management

Employee Data Management related to Program Support - 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.

Operational Risk Management - 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. Supports internal & external audit processes in connection with scope of work. Represents Microsoft in front of authorities with respect to employment related matters.

Documentation

Employee Records - 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.

Knowledge Management - Maintains up-to-date documentation of processes, desk-top procedures, and knowledge-based content; Ensures data entry is completed in a timely manner.

HR Central Services Customer Support

"Push Left" (Adoption of tools/platforms) - 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 promote 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.

Address inquiries and perform transactions - 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 Business partnership, HR Shared Services, Procurement, Finance) to address inquires, if needed.

Change Implementation related to Program Support - 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 assess impact on employee experience.

Process Management

Process Design/Adaptation - 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; Responsible for design and implementation of new processes or procedures as requested by local legislation, business needs, and global & local programs.

Process Improvement - 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.

Supplier/Vendor Management

Supplier/Vendor Performance - Prepares analysis or reports (e.g., dashboard and scorecard) to measure supplier/vendor performance and manages HR admin work on HR vendors /suppliers.

Qualifications

Knowledge, Skills, Attributes

Statutory and Employment low - Knowledge of laws, regulations, standards, and emerging trends that may affect human resources policies and execution of these (e.g., legal signatories, court representation, health and safety, benefits, local documentation requirements, GDPR, legal localization). Experience in assisting with the translation of what requirements mean for the employer and offers correct solutions to adapt and localize policies.

Human Resources Policies and Procedures - Knowledge of and ability to adhere to and update Human Resources policies, procedures, and practices.

Human Resources Administration - Knowledge of and the ability to administer and manage the organization's Human Resources programs and processes, including resolving issues and answering relevant queries.

Human Resources Audits - The ability to conduct an independent review and examination of records and activities to test the adequacy and effectiveness of procedures, policies, standards, rules, capabilities, and other aspects to ensure compliance with established HR policy and operational procedures, and to recommend any necessary changes.

Data analyses - The ability to systematically gather information from a variety of sources, analyse information, identify implications of data, draw conclusions, generate alternatives and solutions, and evaluate the consequences of choosing each alternative using quality metrics and data. This includes the ability to convert general data and findings into applied, specific information and suggestions that add value to business planning and strategies.

Project Management - Knowledge of and the ability to carry out the process of planning, organizing, and managing tasks and resources to accomplish a well-defined objective. This includes the ability to manage and provide project deliverables, optimize the contribution of the people involved, and assess the impact of project decisions on quality, productivity, schedules, cost, performance, etc.

Quality Assurance - Knowledge of and the ability to follow systematic and continuing processes of checking to see whether a product, service, or process, is meeting specified requirements. This includes knowledge of quality measurements and defined standards.

Change Management - The ability to define and implement procedures and/or technologies to deal with changes in the environment. This may include adapting to change, controlling change, and/or affecting change.

Time Management - The ability to plan and exercise conscious control over the amount of time spent on specific activities, especially to increase effectiveness, efficiency, or productivity.

Negotiation - The ability to achieve mutually satisfying agreements in negotiations with others by listening to their objectives, acting as the company's representative to effectively communicate the company's objective, and seeking common ground and collaborative solutions.

Key Performance Indicators - Knowledge of Performance Indicators, measurable indicators that demonstrate the achievement of an outcome enabling decision-makers to assess progress towards the achievement of intended outputs, outcomes, goals, and objectives, and are chosen to reflect the critical success factors of a project.

English and Local language/s proficiency.

Educational qualification

Bachelor's degree in Human Resources, Business, or related field AND 3+ years’ experience in Operations, Customer Support, HR, or related field OR 5+ years’ experience in HR, Customer Support, or related field

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.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.