Global HR Operations (GHRO) provides support for Microsoft\u2019s HR function and is chartered with improving the employee experience, increasing scale and reliability, and providing a platform to effectively deliver HR programs around the globe. GHRO supports an employee base of 90k+ across 100+ countries and provides services in the following core categories: employee self-service & customer support, core HR operations (HR data administration, onboarding, leave administration, staffing, learning & development, etc.) and process optimization.<\/p>\n
The Area HR Operations Manager is an integral member of the HR Operations organization and plays a key role in the delivery of high quality HR Services to business leaders, managers and employees, as well as to the HR Community. This role will be responsible for delivering high-quality execution of core HR operations and driving an agenda of continuous improvement with the Time Zone HR Operations Director and Area HR Director.<\/p>\n
To be successful in this role, the individual in this position should be able to demonstrate proven capabilities in the following areas: analytical problem solving, global process management, communications, setting goals and expectations, optimizing resources and budgets, working across organizational and Area boundaries, enabling, vendor management, customer services management, change and project management.<\/p>\n
<\/p>\n
Key Accountabilities:<\/strong> Team Leadership\u00a0<\/strong> Engagement with HR Leadership and Teams <\/strong><\/p>\n <\/p>\n Skills and Qualifications<\/strong>
\nHR Operations and Execution
\nOverall responsibility for core HR operations service delivery within the Area and to manage overall service delivery performance through direct accountabilities of an operations team
\nResponsible for establishing and maintaining 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
\nEnsures process and operating procedure documentation is effective and in place at all times and operate business continuity and disaster recovery plans are established and maintained
\nOversee rollout and ongoing adoption of service network KPIs and metrics within the Area
\nIn partnership with the Corporate Business Excellence team continuously identify areas of process improvement and future investment to drive efficiency and improved employee experience (e.g. more relevant self-service content, streamlined processes, etc.); partner with time zone and global teams to implement changes and enhancements as appropriate
\nAct as a point of issue escalation for problems within HR Operations and work with relevant parties to reach resolution
\nAnalyses data, share and engage with stakeholders, prioritize and act on opportunities for improvement
\nSets up Service Level Agreements with stakeholders where appropriate
\nDrives HR Operations ROB with internal and external stakeholders with a strong focus on continuous improvement of services<\/p>\n
\nManage all aspects of the Area operations teams, including estimating resource needs, securing and onboarding resources, and serving as escalation point for questions and issues, managing vendor relationships and holding vendors accountable for service delivery standards
\nAccountable for overall resource allocation (load balancing) across the Area to achieve service delivery goals while maximizing efficiency gain
\nActive member of the Time Zone Service Network Leadership Team and will be accountable for ensuring an effective balance between global, regional and local consistency to deliver against objectives
\nConsulted around career planning, staffing, and promotion efforts for Area HR operations personnel
\nSet standards for and direct management of Area HR Operations budget<\/p>\n
\nEstablish and maintain an effective engagement model aligned to the HR rhythm of the business (ROB) that includes Area HR Leadership Team (Area HRLT), Area HR Teams and other key stakeholders
\nEstablish and maintain service quality commitments (standards) in agreement with HR partners at the Area and country level
\nActive member of Global HR Operations COE through sharing of best practices with other time zones\/Areas<\/p>\n
\nExperience in HR Shared Services and HR Operations Processes
\nPrior experience in consolidating HR operational work across geographies (shared services)
\nThird-level education with relevant qualification in Operations, Human Resource Management, or Customer Service preferred
\nPrior experience and application in change management is a key attribute
\nProven ability to communicate effectively and influence at all levels across the organization is essential
\nPossess initiative & drive; with strong desire to continuously improve processes & deliver against agreed objectives\/ service levels
\nAbility to work effectively in a matrix and virtual environment and building strong relationships with stakeholders is essential
\nStrong problem analysis and solving skills, demonstrating ability to consider implications of complex problems and solutions and taking necessary actions to resolution
\nProven track record of leading a team of individuals, regardless of formal reporting relationships, aligning team members towards a desired objective and high performance
\nStrong HR systems aptitude and sound knowledge of Microsoft Office Suite
\nOpen to potential relocation<\/p>\n