HR Operations Manager Job at #Microsoft

Position Title: Human Resource Operations Manager
Department: Human Resources
Reports to: MEA Operations & Talent Acquisition Lead
Location: Johannesburg, Dubai or Istanbul

An integral member of the Human Resource Team, the HR Operations Manager plays a key role in the delivery of high quality HR Services to the HR Community as well as the business leaders, managers and employees in the Middle East and Africa, multi country subsidiaries. In the Microsoft context, this refers to countries in the Gulf, North Africa, Sub Saharan Africa, and Pakistan, which has total staff strength of 500 full time employees.

The HR Operations Team functions as a shared service for the region and has the charter to deliver HR Operational Services as listed below. The success of the HR Operations team is critical to the effectiveness of the overall HR Organization and our ability to ensure consistent employee and manager experience in the subsidiaries.

This newly created role will embark on a change journey with the HR Team, re-defining the way HR delivers employee services back to the business. In the first 6 months, the role will focus on implementing the HR Operations Blueprint for the region, driving process centralization and standardization. You will also play a critical role in developing change management efforts and facilitating the change effectively in the countries. This includes enabling change across HR, business leaders, managers and employees in adopting new processes and engagements. Some travel will be required in the region.

Human Resource Operations Manager's Responsibilities include:


HR Operations and Execution
•Overall responsible for HR Operations activities in the following areas: payroll and benefits management, tools & data administration, staffing and onboarding services, workforce changes and off boarding services, document management, process and HR Knowledge Management, web based employee support tools and query management as well as HR metrics and reporting, either through direct accountabilities or through a team of HR Operations Advisors.
•Act as a point of issue escalation for problems within HR Operations and work with relevant parties to reach resolution
•Identify areas of process improvement to drive efficiency and implement changes and enhancements to process.

Team Leadership
•Maintain a highly competent and stable team of HR Operations Advisors by removing obstacles and creating efficient and professional working environment.
•Provide timely training, support and coaching to the team, resulting in strong and sustainable performance

Engagement with HR Leadership and Teams
•Establish and maintain engagement model with HRLT and HR team
•Establish and maintain Service Level Agreements with Country HRM, HRBP and COEs within the region
•Lead in implementing Quarterly Scorecard or KPIs to measure success of HR Operations

Vendor Management
•Manage third party vendors (e.g. insurance services provides, tax consultants, relocation agencies) who deliver HR Services to employees on behalf of Microsoft, to achieve established quality of service goals.
•Provide timely feedback to vendors to ensure processes are improved or fine tune for consistent delivery of services and excellent employee experience

HR Data Integrity and Knowledge Management
•Ensure HR Data integrity through accurate management of employee personal records, employment data changes and record keeping.
•Ensure knowledge management of HR processes through proper documentation and process mapping.

Employee Support Tools and Adoption
•Maintain up-to-date information in HRWeb (online employee information portal) and drive employee self service for HR information & queries.
•Ensure effective management of the ‘ASK HR' alias and drive employee adoption of the alias as a main point of query escalation

Project Management
•Lead critical workforce change process and other strategic initiatives from a HR Ops perspective, working closely with other HR teams where necessary.

Experience and Qualifications:
•8 - 10 years related work experience, preferably in multinational environment.
Prior experience in setting up in-sourced HR shared services or in leading large teams in HR Operational capacity is essential
•Tertiary education with relevant qualification in Human Resource Management or Customer Service preferred
•Prior experience in change management is a key attribute
•Proven ability to communicate effectively and influence at all levels across the organization is essential
•Possess initiative & drive; with strong desire to continuously improve processes & deliver against agreed objectives/ service levels
•Ability to work effectively in a matrix environment and building strong relationships with stakeholders is essential
•Strong problem analysis and solving skills, demonstrating ability to consider implications of complex problems and solutions and taking necessary actions to resolution
•Proven track record of leading a team of individuals, regardless of formal reporting relationships, aligning team members towards a desired objective and high performance
•Experience in managing teams remotely is essential
•Strong HR systems aptitude and sound knowledge of Microsoft Office Suite plus web-based systems editing and data analysis
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