.HR Services is critical to the overall effectiveness of the HR experience across Microsoft. HR Services brings the HR support model and experience to the scale of the global Microsoft employee population by providing the platform for end-to-end operational services and employee experiences with responsibilities spanning employee self-service, assisted support, and employee relations. HR Services is responsible for the operational delivery across a broad range of employee life-cycle experiences such as onboarding, performance and development rewards, talent movement and offboarding. As the catalyst for HR digital transformation, HR Services is also leading the Human Capital Management solution strategy with the global launch of our new HR Core Solution. HR Services holds the key accountability for HR privacy, risk and compliance.Senior HR Advisory is an integral member of HR Services organization working in a highly collaborative team and executes the delivery of high-quality HR programs to business, managers and employees, as well as to the HR Community. This role will be responsible for delivering high-quality execution of global CoE programs across Americas and will advise on the administration of current programs and recommend solutions to seamlessly address employees and managers inquiries.**Responsibilities**:- Establish and maintain a customer-oriented culture within the operations team that continuously strives to resolve customer needs on first point of contact and evangelize self-service offerings.- Deliver service within agreed Service Level Agreements (SLA's) and Customer Satisfaction scores.- Align to Key Performance Indicators and set up Service Level Agreements with stakeholders where appropriate.- Ensure process and operating procedure documentation is always effective and in place and operate business continuity and disaster recovery plans are established and maintained.- Participate in User Acceptance Testing for technology that enable benefit program solutions.- Ability to manage diverse perspectives and work productively across global team in a rapidly changing environment.- Ensure HR integrity and compliance through accurate management of employee as required across- Accountable for maintaining highly confidential and sensitive information.- Superb customer service skills.- Ability to manage phone calls, live chat, and cases.**Qualifications**:- 3-5 years of experience in HR Shared Services, HR BP´s 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
