HR Services Manager

Overview

Join a team that shapes the employee experience at critical moments of the employee lifecycle. Within

People Operations

, the

HR Service Manager

serves as the accountable owner for high-performance employee and business support across the Offboarding service line, ensuring every interaction reflects Microsoft’s commitment to customer obsession, operational excellence, and continuous improvement.In this role, you will lead a team of Human Resources Service Advisors while overseeing complex employee cases, escalations, transactions, and assisted support activities. You will use data-driven insights to improve service delivery, drive Artificial Intelligence-first transformation, safeguard employee data, and strengthen compliance across processes and programs. You will collaborate closely with Human Resources consultants, payroll teams, vendors, and other partners across the employee ecosystem to deliver outstanding employee experiences and business outcomes.This opportunity will allow you to:

• Lead large-scale people operations programmes with global impact.
• Drive innovation through Artificial Intelligence, Copilot, automation, and process transformation.
• Develop expertise in operational excellence, workforce planning, employee data governance, and people leadership.

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.

Responsibilities

• Provide leadership and accountability for end-to-end service delivery across the Offboarding service line, including the review of complex cases, transactions, and assisted support activities.
• Own and resolve escalated employee cases and service exceptions, partnering across Human Resources disciplines and business stakeholders to deliver timely, compliant outcomes.
• Monitor operational health through key performance indicators, quality insights, service trends, and demand forecasting, taking proactive actions to maintain service excellence and readiness for business cycles.
• Drive Artificial Intelligence-first transformation by promoting the adoption of Copilot, intelligent agents, automation, and process improvements that increase productivity, scale, and agility.
• Lead employee data governance initiatives, documentation management, compliance controls, and security practices to ensure a strong and secure operational foundation.
• Develop and coach a high-performing team of Human Resources Service Advisors, building capability, supporting career growth, fostering inclusion, and improving team engagement outcomes.
• Partner with Human Resources consultants, payroll teams, vendors, and regional stakeholders to resolve issues, align priorities, and deliver consistent employee experiences across the organisation.
• Lead strategic process design, transitions, and continuous improvement initiatives through root-cause analysis and data-driven decision-making.

Qualifications

Required Qualifications

• 7+ years experience in HR, Customer Support or related field

  • OR Bachelor's Degree in Human Resources, Business, or related field AND 5+ years experience in Operations, Customer Support, HR, or related field
  • OR Master’s Degree in Human Resources, Business, or Operations AND 4+ years experience in Operations, Customer Support, HR, or related field.

• 2+ years formal or informal management experience (e.g., leading a project).

• 2+ years of formal or informal people leadership experience.

Preferred Qualifications

• Experience applying structured process improvement methodologies.
• Experience leading service delivery teams.
• Strong understanding of Human Resources operations, employee lifecycle processes, compliance, and data governance.
• Experience using Artificial Intelligence, Copilot, automation tools, and digital service management capabilities.
• Proven ability to translate operational metrics and performance insights into actions and measurable business outcomes.

This position will be open for a minimum of 5 days, with applications accepted on an 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.

• 7+ years experience in HR, Customer Support or related field OR Bachelor's Degree in Human Resources, Business, or related field AND 5+ years experience in Operations, Customer Support, HR, or related
• 2+ years formal or informal management experience (e.g., leading a project).
• 2+ years of formal or informal people leadership experience.