Help Desk Manager

Help Desk Manager     The Worldwide Incentive Compensation (WWIC) Operations team is looking for a high-performing self-starter to drive fundamental improvement into the compensation operations processes and workflow. The Compensation Help Desk Manager will lead a team of contingent staff employees in responding to, resolving, escalating and managing service requests from Worldwide Incentive Compensation Plan participants and Financial Compensation Analysts (FCAs).

 

Qualified candidates must demonstrate a strong customer focus and apply advanced analytical skills. These include the ability to scale their focus from “the big picture” (e.g.… strategic goals & policy) to more detailed perspectives such as business process flows, data quality issues, and specific success metrics. Qualified candidates must demonstrate excellent written and verbal communication skills.

 

The person in this position will thoroughly understand and be able to effectively communicate the fundamentals of the compensation plan design as well as the mechanics of the compensation calculations, the underlying compensation processes, timelines, policies and guidelines to the plan participants and their management. This person will also be responsible for effectively communicating and ensuring compliance with WWIC policies and associated processes in support of the overall incentive compensation program. The Compensation Help Desk Manager will be held responsible for ensuring all service requests are acted upon and closed in a timely, professional and accurate manner. This person will ensure the issue resolution process is effectively implemented, working closely with Finance, Sales and Services management, HR, IT and other internal incentive compensation teams.

 

Additional responsibilities include: thoroughly understanding and evangelizing the worldwide attainment reporting solution; creating and maintaining metric reporting regarding issue resolution; providing input into WWIC Knowledge Management System; providing feedback to WWIC management regarding operational issues in the field as well as plan design issues as identified through service requests; recommending process and/or policy improvements as necessary.

 

Qualifications include:

· Bachelor’s degree in Finance, Accounting, Business Administration or related field

· 5+ years of related work experience, previous administration and/or implementation of incentive compensation plan preferred

· Prior people management experience a plus

· Outstanding written and oral communication skills with proven ability to provide excellent customer service; excellent leadership skills and sound business judgment

· Must be comfortable in a face-paced environment, good at dealing with ambiguity, simultaneously managing multiple issues and resolving conflict

· Must be an excellent team player with a positive outlook

 

Microsoft offers an excellent benefits package to full-time employees including medical, dental, vacation, employee stock purchase plan, and 401k, plus some great extras including: our 24-hour nurse line, stay fit program, product discounts, and paid infant care leave. All part of our commitment to our most important asset: our employees. For more information about life at Microsoft, please visit our careers website.

 

Microsoft is an equal opportunity employer (EOE) and strongly supports diversity in the workforce.