EMEA Benefits HR Service Line Manager

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The HR Services center of excellence’s aspiration is to enable HR services at scale, simplify processes and transactions, improve data quality and consistency, and help deliver a great employee experience across Microsoft. Providing end-to-end operational HR services through our Tier 0 (HRWeb) and tier 1 (AskHR) employee inquiry support funnel. Performing “hire-to-retire business process administration with operational support for compensation, benefits, learning and on-boarding programs globally, and platform management to enable COEs to deploy programs at scale.

The EMEA Benefits Service Manager is a key role in the delivery of quality services to business leaders, managers and employees, as well as to the HR community and driving 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.

Required/Minimum Qualifications

• Experience managing benefits administration or related program.
• Significant experience in HR, Benefits, or related roles
• OR Bachelor's Degree in Human Resources, Business, Social Sciences, or related field AND work experience in HR, Benefits, or related roles
• People management experience

Additional or Preferred Qualifications

• 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, Desk Top 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

• Accountable for the overall delivery of Benefits services for the countries in the service region meeting and striving to exceed KPI targets, and operating as an escalation point of contact for employees and partners across the region
• Accountable for Data Privacy and security in the service line, rapid response to privacy issues, and handling of sensitive cases
• Accountable for service process documentation, desk-top-procedures, and knowledge base articles for assisted support
• Accountable for leading a diverse team and building team capability
• Accountable for contributing to the global standard design for Benefit processes
• Accountable for driving standardization and continuous improvement