Senior HR Shared Services Advisor

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 Region, 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 Region HR Services Field Delivery as part of Europe & Middle East/Africa regions-based broader HR Services and Geo HR team 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 Regional 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.  

Minimum/Required Qualifications

• Bachelor's degree in Human Resources, Business, Law or related field
  • OR experience in Operations, HR, Customer Support, or related field.
• English & Arabic language proficiency.

Preferred Qualifications

• Human Resources Administration experience.
• Statutory and Employment law knowledge.
• Experience with Human Resources Policies and Procedures.
• Experience with employee life cycle end-to-end management and employee experience engagement.
• Project Management and Change Management experience.

​​​​​​​​​​​​​​​​​​Responsibilities​​​ 

Queue Management 

• ​Queue Management System - Participates in handling queries coming through the Customer Relationship Management (CRM)/queue management system); Responds to employee, manager 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 areas; 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.  

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. 

• Addresses inquiries and performs 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 Consulting, 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 assesses 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 – Contributes to 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.