HR Services Advisor – Global Access Management 

Overview:

The HR Services center of excellence provides operational and support services for Microsoft HR processes and programs, with primary areas of focus being employee support services, core HR operations (HR data administration, pre-hire, onboarding, offboarding, benefit and leave administration, immigration etc.), business process optimization, HR digital solutions, and project management. The success of the HR Services organization is critical to the overall effectiveness of HR and to ensure consistent and great employee and manager experiences companywide. HR Services holds the key accountability for HR privacy, risk and compliance.

The HR Services Global Access Mgmt  is an integral part of HR Services delivery center team which plays a pivotal role in improving the employee and Managers experience by providing timely query resolution support around various HR Tools Access Management . Global Access Management HR Service Advisor is a key role in providing high quality solutions to Employees and Managers globally. Thorough knowledge of HR policies and practices, desktop procedures and processes, tools and Compliance guidelines and complete understanding of frequently asked questions, Knowledge Articles, ability to identify and understand the tool nuances to conduct first level of troubleshooting are key traits of this role. Thus, this role ensures compliance and control of access to all HR tools and systems within the organization, while supporting employees in acquiring, retaining or revoking appropriate access on required HR tools and provides Tier -1 troubleshooting support on HR tools related queries.

Advisor handles routine inquiries and transactions by referring to standard policies and procedures. Escalates issues to senior team members or triages inquiries to the appropriate queue. Addresses inquiries by researching policies and procedures as needed. Supports the adoption of tools/platforms, process design/adaption, and process improvement. Maintains and updates employee record database while ensuring accuracy. Troubleshoots and reports issues or risks related to data integrity, security, and privacy and recommends needed fixes. The Advisor is accountable for maintaining desktop procedures current and updated, contributes to key improvement initiatives across a wide range of geographies, Employees and Managers inquiries are responded within agreed SLA’s, Customer Satisfaction scores are above the target scores. The successful candidate will Collaborate with HR Tool Architects, Solution Managers, other HR Services Advisors, Functional Services team, Business Excellence, Quality Assurance and Privacy teams, support compliance and audit teams over SOX and privacy controls to establish E2E Query resolution process and provide on time & quality solution to Employees and Managers without compromising on Compliance Posture. To be successful in this role, the individual in this position will need to excel at: customer-oriented culture, interpersonal skills, stakeholder engagement, excellent communication, high level of attention to detail, passionate about continuous improvement approach, Responsive and live and lead by example by demonstrating Microsoft values and behaviors.

Responsibilities

HR Central Services Customer Support

• Supports employees and managers by responding to inquiries and performing transactions; addresses inquiries by researching policies and procedures as needed; triages inquiries to the appropriate queue.
• Contributes to the creation of training materials on how to use Human Resources shared services, platforms, and tools for employees and managers; learns the end-to-end service model.
• Independently responds to complex internal and/or external partner issues, advocating for the partner/customer, and influences the decision making on deliverables.
• Provide customer support by working with internal partners or customers worldwide, to answer questions and resolve transaction problems. Able to independently resolve exceptions by using discretion
• Ability to manage phone calls, live Team’s chat and cases.

Process Management

• Participates in the implementation of new policies or processes by sharing input and/or suggestions based on employee feedback.
• Reviews own performance metrics target and identifies opportunities for improvement; shares input and raises opportunities for improvement to manager.
• Participate in implementation of new business policies and processes. Participates in process redesign and recommends changes to the existing process by using independent judgment and discretion, resulting in improved operational efficiency

 Data Management

• Maintains and updates employee record database; enters data and reviews data input to ensure accuracy; identifies and reports discrepancies or issues in data administration to senior team members or team lead.
• Troubleshoots and reports issues or risks related to data integrity, security, and privacy and recommends needed fixes; works with team members to identify relevant factors related to the issue; protects data privacy and adheres to confidentiality requirements; performs planned data audits, as needed.
• Working in a highly data sensitive environment, responsible for always protecting Data Privacy and adhering to confidentiality requirements to promote zero breach of compliance policies
• Ensure quality data entry completed within SLA depending on priority & complexity

 Documentation

• Reviews documents and reports related to employee records in Human Resources processes (e.g., new hire on-boarding, compensation, termination) and verifies their accuracy; participates in information-gathering sessions with subject matter experts and stakeholders to understand reporting requirements.
• Documents and updates processes, desk-top procedures, and knowledge-based content as requested in a timely manner; provides input for change on knowledge base content to the team lead.
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Supporting Compliance and Audit Requirements

• Conducts daily, weekly, Monthly, Quarterly, Bi-Annual and Annual reviews across different HR tools and roles
• Supports internal and external auditors with the required support through Process walkthrough, Evidence submission, providing clarifications to auditors from the audit kick-off till closure
• Responsible for all SOX and Non-SOX reviews and audits throughout the year

 Other

• Embody Microsoft’s culture and values

Qualifications

• MBA/ Masters or equivalent, specialization in Human Resource Management or Customer Service experience preferred
• 4-6 years of experience in HR Shared Services or HR Operations Processes with an understanding Benefits, HR tools, HR policy´s, and employee life cycle process
• Must be fluent in English with strong verbal and written communication skills.
• Proven experience managing complex HR processes and being able to solve and identify scalable solutions to problems.
• High level of attention to detail and results oriented with strong organizational skills.
• Ability to prioritize effectively and balance multiple tasks.
• Ability to make decisions that impact customer service levels and integrity with a sense of urgency.
• Passionate for continuous improvement and management.
• Solid working knowledge of Microsoft Office and expertise in SAP or SuccessFactors experience preferred.
• Strong technical aptitude with a passion for new tools and applying new technologies in creative ways to solve business problems.
• Desired experience in business process mapping, business requirements design experience and experience participating in end user acceptance testing.

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.