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The GCR AskHR team is responsible for:
? Provide clear, accurate and timely HR advice for employees. This will include understanding the issues, complexity and sensitivity of an issue to make a decision on the correct resolution path.
? Work closely with a specific GEO HRBP/Consulting team to ensure the SLA for the escalation of critical cases is met. Furthermore, to use HR Services feedback and data to drive increased value for Microsoft through increased simplification and administrative centralization.
? For any case you own, you assumes an ‘end to end’ ownership for all in scope Issue. You will own the case/request until resolution, that may include the accurate completion of a transaction, and wider collaboration to resolve issues.
? You will act as the interface for AskHR towards the Consulting/HRBP team and be involved in projects/changes in local HR operations, policies and programs.
You will provide HR Service advice to the team whilst also be accountable for the readiness activities within HR Services.
You will take the lead and use data to move transactable data into AskHR to increase the capacity of Line HR.
? Acts as Subject Matter Expert on HR Consultancy you will provide support, guidance and training to fellow team members on the interpretation of HR policies.
? Drive collaboration with partners across HR Services eco-system in the resolution of complex and broad E2E cases. Identifying opportunities to reduce complexity for the employee through simplification
? Working in a highly data sensitive environment, responsible for protecting Data Privacy at all time and adhering to confidentiality requirements to promote zero breach of compliance policies
? Recommend solutions to process failings and contribute to the continuous improvement process
? Maintain up-to-date Knowledge Base content on policies, procedures and FAQs and share the gained knowledge and experience individually with Area HR Ops team
? Continuously strive to gain customer satisfaction and minimize complaints on the delivery of HR Operations Services
? Manage HRWeb Content, timely update and publish content based on team’s request to drive employee self-service on HRWeb.
? Act as a key member to drive the success of implementation of HR Digitalization in GCR, including but not limited to AVA( AskHR Virtual Assistant), Copilot. Key Priorities：
? Back-up Queue Manager
? AskHR Service Delivery KPI meet
? HR Services insights support ? GCR AskHR Communication
? Project support Skills required:
? Professional English communication
? Customer experience excellence ? Data analysis