EMEA HR Services Consulting Manager
Herzliya, Tel Aviv, Haifa, Nazareth, Israel | Human Resources | May 13, 2022


Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered 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.  

 

Our role in HR Service Delivery is to deliver trusted & personal at-scale employee experiences through our execution of end-to-end core HR transactional services & assisted support. By being employee obsessed and holding ourselves to high service & quality standards, ensuring that we handle employee with integrity to maintain privacy, and by upholding policies and ensuring compliance, we enable the people who enable every person & every organization on the planet to achieve more and help Microsoft continue to run on trust!

 

This role of HR Services Consulting Manager in EMEA region will play a key role in advancing our HR operating model and supporting our goals to create greater scale in supporting employees. This role ensures timely HR services to all MS employees that require support and are reaching out to HR. It also provides support to the HR community and drives 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 is a fantastic opportunity to join a dynamic global organization and support the delivery of best-in-class operational and consultative services for specific employee life cycle moments such as In Employment Cases and Voluntary Exits as well as cases of compensation, benefits, Leave of Absence as well as Control and compliance for the following markets:  Microsoft EMEA (Western Europe, Central & Eastern Europe, Ireland, UK, France, Germany, MEA, and Israel)



Responsibilities

Responsibilities

  • Accountable for leading the HRS Consulting Service Line for Microsoft EMEA (Western Europe, Central & Eastern Europe, Ireland, UK, France, Germany, MEA, and Israel) as part of the greater Europe and IMEA/APAC/ANZ Service Delivery team, striving to exceed KPI targets and operating as an escalation point of contact for employees and partners across the region.
  • Manages the operational implications across the end-to-end service delivery to ensure model, tool, and support readiness for HR programs; collaborates with HR business partners to identify global and region-specific requirements; identifies solutions to support changes across systems while prioritizing employee experience; partners with functional operations teams to build plans to address requirements and readiness of support functions.
  • People Management: Accountable for leading a diverse, distributed, and hybrid workplace team, building team capability, ensuring inclusion, and collaboration. Delivers success through empowerment and accountability by modeling, coaching, and caring for team members.
  • Model - Live our culture; Embody our values; Practice our leadership principles.
  • Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.
  • Care - Attract and retain great people; Know everyone’s capabilities and aspirations; Invest in the growth of others.
  • Provides consulting services to managers and employees in one or more focus areas related to Human Resource (HR) programs, processes, and initiatives, and holds their team accountable for doing the same. Accountable for driving standardization and continuous improvement 
  • Partners with Centres of Excellence and Programs on implementing and capitalizing on scalable Human Resources programs and processes for cases related to Voluntary exits, In employment, LOA, C&B and Control and Compliance matters. Accountable for contributing to the global standard design.
  • Leads data analytics and organizational health diagnostics by creating analysis plans and leading the collaboration with HR consulting Teams for Europe and MEA; generates and/or presents trends and insights on organizational health solutions for employee life cycle matters (Voluntary exits, In employment, LOA, C&B and Control and Compliance matters)
  • Queue Management: Manages, distributes, and oversees queries coming through the Customer Relationship Management (CRM)/queue management system for a business, region, and geography; assesses severity levels of queries and determines management approach; responds to written correspondence, email and other outreach from employees and managers; shares feedback to the senior advisors for queue management system (AskHR) regarding opportunities to solve problems earlier in the funnel, escalation, and process efficiency.
  • Accountable for service process documentation, desk-top-procedures, and knowledge base articles for assisted support
  • Accountable for Data Privacy and security in the service line, rapid response to privacy issues, and handling of sensitive cases


Qualifications

Required Qualifications

 

  • Extensive experience in HR including  experience running an operational delivery and support team
  • OR Bachelor's Degree/Master’s Degree in Human Resources, Business, or Operations AND  experience in Operations, Customer Support, HR, or related field plus people management experience 
  • Strong management capability to develop a strong team generating energy to enable the team to achieve their potential. 
  • Maintain highly confidential and sensitive information. 
  • Judgement and decision making that improve employee service or address privacy/compliance issues with a sense of urgency,
  • Excellent communication skills (both verbal & written) with an ability to listen & respond to employees.
  • 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, Desktop Procedure and Knowledge base articles.
  • Strong Project management skills, influencing skills and ability to train the team on an ongoing basis. 
  • Highly collaborative: build on the work of others and support the success of others.
  • Fluent in English 

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.

 




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