About this role

Overview The People Operations Center of Excellence enables People Operations services at scale. It simplifies and standardises processes, improves data quality and delivers a seamless employee experience across Microsoft. People Operations provides centralised HR support: it handles employee inquiries, manages HR transactions, and uses digital and AI solutions to improve service delivery.The EMEA Offboarding team manages end-to-end employee exits across around 50 countries and many different legal and regulatory environments. This covers voluntary and involuntary terminations, job eliminations and restructures (RIFs), GVSAs, transfers out and intern exits. The team's scope is growing. Offboarding is taking ownership of more termination activity once the decision to terminate has been made, including work moving over from People Consulting & Engagement (PC&E).As an People Operations Services Lead - Offboarding EMEA, you will be the team's senior escalation point and the owner of how offboarding works across EMEA. You will take on the most complex and sensitive cases yourself and decide how they are resolved. You will design and continuously improve the EMEA offboarding process from start to finish, and lead its transformation. That includes shaping where AI, automation and self-service replace manual work, and making sure new solutions are adopted in daily operations.The role requires sound judgement, deep process thinking and the ability to influence without authority. You will work across Field HR, PC&E, Payroll, Benefits, Mobility, Legal, engineering and vendors, and settle disagreements by building agreement rather than escalating. Responsibilities Escalations and complex cases<ul style="list-style-type:revert"><li>Act as the senior escalation point for EMEA Offboarding. Own the resolution of complex, sensitive and high-risk cases rather than passing them up.</li><li>Handle the most complex terminations yourself, including:<ul style="list-style-type:revert"><li>involuntary and performance-related exits</li><li>job eliminations and RIF waves</li><li>GVSAs</li><li>employee death</li><li>exits involving Legal or external counsel</li></ul></li><li>Manage escalations from business leaders, employees, Field HR and PC&E. Analyse the root cause, agree the fix with the stakeholders involved, and close the loop.</li><li>Spot repeated escalation patterns and fix them at the source, through process changes, process guides or system changes.</li><li>Coach advisors and Senior Advisors through difficult cases, explaining the policy or legal reasoning behind each decision.</li></ul>EMEA offboarding process design<ul style="list-style-type:revert"><li>Own the design of the EMEA offboarding process for each termination type, with clear start and end points, handoffs, escalation rules and service levels (SLAs).</li><li>Lead the design and rollout of new and changed processes, including the transition of work from PC&E. This covers workflows, training, testing and communication materials.</li><li>Make sure the same situation is handled the same way across countries and advisors, while still meeting local legal requirements.</li><li>Own the country-specific step-by-step process guides (DTPs) and knowledge articles, and keep them current as laws and policies change.</li></ul>Transformation, automation and AI design<ul style="list-style-type:revert"><li>Lead offboarding transformation initiatives from idea to adoption, including Power Apps solutions, ADP integration, the Offboarding Operations Hub and the Employee Self-Service Agent.</li><li>Design where and how AI is used in offboarding, such as AI-assisted case handling, agents, Copilot skills and automated document or payroll-input preparation. Define the requirements, test the results and measure the impact.</li><li>Turn day-to-day problems into clear requirements for engineering and product teams, then check that what is delivered works in real operations.</li><li>Promote AI adoption within the team: share good practice, build skills, and make sure AI is used responsibly, in line with data privacy and compliance requirements.</li></ul>Stakeholder and cross-functional leadership<ul style="list-style-type:revert"><li>Work with Field HR, PC&E, Payroll (OnePayroll), Benefits, Time & Leave, Mobility, Legal and the global Offboarding process owners to align processes and handoffs.</li><li>Represent EMEA Offboarding in regional and global process and transformation forums.</li><li>Manage vendor performance on offboarding activities and escalate service issues when standards are not met.</li></ul>Compliance, quality and performance<ul style="list-style-type:revert"><li>Make sure termination transactions, severance and final-pay inputs comply with local labour law and Microsoft global policy in every supported country.</li><li>Lead audit readiness and responses to statutory and internal audit requests.</li><li>Track performance metrics (volume, FR, DTR, CSAT, case ageing, escalations), find the drivers behind them, and lead improvement plans.</li></ul> Qualifications Required Qualifications<ul style="list-style-type: revert;"><li>Bachelor's degree in Human Resources, Business Administration, Operations or a related field.</li><li>Demonstrable experience in HR Operations, HR Services or a related field. </li><li>Proven experience managing escalations and complex or sensitive HR cases from start to finish, such as involuntary terminations, restructures or legally sensitive exits, with sound judgement and discretion.</li><li>Experience designing, documenting and improving end-to-end HR processes in a shared services or multinational environment.</li><li>Hands-on experience with AI and automation tools (for example Microsoft Copilot, AI agents or Power Platform) and the ability to find and design practical AI use cases in HR operations.</li><li>Experience leading or contributing significantly to transformation, system or process change projects, from requirements through testing to adoption.</li><li>Strong understanding of compliance, with the ability to apply local labour law, global policies and data privacy (GDPR) requirements to operations.</li><li>Excellent stakeholder management, influencing and communication skills, including with senior business leaders and other HR teams.</li><li>Fluent English, spoken and written.</li></ul>Preferred Qualifications:<ul style="list-style-type: revert;"><li>Experience with EMEA termination legislation, job eliminations or RIFs, separation agreements and payroll inputs.</li><li>Experience with SAP SuccessFactors (Employee Central), Dynamics CRM, ADP or similar HR systems.</li><li>Experience coaching or mentoring advisors and building team capability.</li><li>Process improvement or project management background (Lean, Six Sigma or similar) is an advantage.</li><li>A second European language is an advantage.</li></ul> HR Shared Services Support IC3 - The typical base pay range for this role across Czechia is Kč 770,000.00 - Kč 1,388,000.00 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: <a href="https://careers.microsoft.com/v2/global/en/corporate-pay/czech-republic-corporate-pay.html">https://careers.microsoft.com/v2/global/en/corporate-pay/czech-republic-corporate-pay.html</a> This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. <hr> 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 <a href="https://careers.microsoft.com/v2/global/en/accessibility.html">requesting accommodations.</a>