Field People Operations Manager, Romania

The People Operations’ center of excellence’s aspiration is to enable People Operations Services at scale, simplify processes and transactions, improve data quality and consistency, and help deliver a great employee experience across Microsoft. The People Operations Team provides direct support to employees as part of a centralized function to handle a variety of HR-related transactions. The team receives and responds to inquiries/requests from employees concerning HR policies/programs and appropriately routes inquiries/requests from employees to others for additional information, as needed while also leveraging AI tools. The People Operations Team processes various forms related to documenting human resources activities such as new-hire onboarding, compensation, benefits, termination of employment, etc. manages, maintains, and/or updates employee database; inputs employee data into human resources information/computer system (HRIS) database and/or documents activities as requested.

The People Operations Service Manager, Field Romania 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 to ensure further evolution of support delivered.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Data Management

• Centralizes manual processes for data handling, protects data privacy and security, and resolves data integrity issues by monitoring and enforcing compliance for their implemented projects. Designs control measures for compliance. Partners with owners of Human Resources programs and other stakeholders to address employee data change management and governance needs across multiple systems. Has a robust Business Continuity Plan (BCP) for the service line by partnering with the Risk Management team. Arrives at the possibility BCP issues (e.g., natural disaster) and draft the Business Impact & Dependency Analysis for the team.
• Leads efforts in the design and integration of processes and systems for employee data changes across multiple Human Resources program implementation phases. Provides advice and guidance to team members on data utilization within and across service lines. Leads innovation of how data relationships and rules are administered with an end-to-end view of the data flow throughout the employee lifecycle. Uses data insights to drive changes. Interprets data and draws inferences.

Documentation

• Ensures up-to-date documentation of processes, desk-top procedures, and knowledge-based content by adhering to the defined framework leading/driving updates and reviews of the documentation. Makes adjustments in a timely manner.
• Advises team members, field operators, and Human Resources partners on processing documents and reports related to employee records. Leads meeting to clarify requirements related to documenting/reporting employee records. Consults stakeholders on course of action and application options to understand and meet their needs related to employee data. Provides informational presentations to customers and stakeholders on the use of employee data. Conduct regular audits to ensure right individuals and team members have access to employee records and mandatory documents are available in employee records.

HR Central Services Customer Support

• Participates in making decisions with peer disciplines and partners on prioritization of when changes will be implemented across multiple customer support systems. Drives changes by collecting feedback on employee experience. Assesses risks and presents mitigation plans to ensure minimal employee experience disruption. Independently responds to complex internal and/or external partner issues and influences the decision making on program deliverables. Ensures that the team is fully aware of the change implementation. Share feedback on the changes with the program team after implementation.
• Partners with peer disciplines (e.g., HR Consulting, Finance, Procurement, Engineering) to independently address escalated cases or exceptions for a service line or an assigned region. Contributes to the processes and practices of monitoring and addressing inquiries and performing transactions. Answers questions from team members related to handling inquiries and transactions in a specialty area. Creates a plan to address complex issues for resolution. Allocates resources and confirms relevant stakeholders to engage with. Confirms resolution is sustainable and meets company guidelines. Volume forecast by partnering with the relevant stakeholders and arrive at the required headcount or resources. Prepares and delivers inputs and represents a region or service line in quarterly monthly business result report meetings with regional and global delivery leadership.
• Contributes to the adoption of Human Resources shared services, platforms, and tools for a service line or region. Drives operational process alignment that optimizes and operationalizes end-to-end service delivery model. Learns and comes up with strategic approaches to drive the adoption of the end-to-end service delivery model. Understands critical limitations and insights on whether and how to transition work from HR roles to Service Center teams. Ensures that team is fully aware of the HR tools and partner with engineering team to fix the tool issues.

People Management

• Managers deliver success through empowerment and accountability by modeling, coaching, and caring. 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 each individual’s capabilities and aspirations. Invest in the growth of others.

Process Management

• Conducts root cause analysis and recommends solutions to process failings and contributes to the continuous improvement of processes by identifying action plans. Implements solutions to exceed key performance indicator (KPI) targets and drive process improvement and future investment to drive efficiency and improved employee experience. Conducts periodic process review with the team, identifies process improvements/changes, partners with the architect to incorporate improvement ideas.
• Owns/manages the design and implementation of a new, large, or complex process by defining action plans. Conducts analysis and collects feedback for centralized processes (e.g., onboarding, base compensation) and other complex processes/procedures. Designs new processes or procedures in a specialty area. Ensures that team is comfortable with the process design.

Supplier/Vendor Management

• Interacts with relevant stakeholders to monitor supplier/vendor performance, and ensure correct resourcing as defined by the Statement of Work (SOW). Supports partner management by providing analysis on supplier/vendor performance to give feedback.

• Master's Degree in Human Resources (HR), Business, Operations or related field AND experience in HR operations, HR, or related field OR Bachelor's Degree in Human Resources (HR), Business, or related field AND extensive experience in HR operations, HR, or related field OR equivalent experience.
• Formal or informal management experience (e.g., leading a project).

• Knowledge of laws (Statutory and Employment law) regulations, standards, and emerging trends that may affect human resources policies and execution of these (e.g., legal signatories, court representation, health and safety, benefits, local documentation requirements, GDPR, legal localization). Experience in assisting with the translation of what requirements mean for the employer and offers correct solutions to adapt and localize policies.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.