Microsoft Corporation Business Program Manager in Mexico City, Mexico

Mexico Service Center provides operational and support services for Microsoft HR programs, with primary areas of focus being customer support services, core HR operations (HR Benefits and Payroll, data administration, onboarding, leave administration, staffing, learning & development, etc.), business process optimization, HR line solutions and project management. The success of the HR Services organization is critical to the overall effectiveness of HR and our ability to ensure consistent employee and manager experiences companywide.

Senior Payroll Team Leader is an integral member of the HR Services organization and plays a key role in the delivery of high quality HR Services to business leaders, managers and employees, as well as to the HR Community. This role will be responsible for delivering high-quality execution of Payroll in the region which includes LATAM countries and US.

This role requires through understanding in depth payroll processes – inputs, reconciliations, building and maintaining payroll processes as well as administration governance, guidelines and policies. This role should also ensure that processes are aligned according to the proper workflow within HR Services, LCA, COE´s and local HR´s to avoid any deviation in the way the service is delivery. Compliance with legal country payroll will be an important success measure for this role and use of metrics and voice of the customer framework to identify trends and improvement opportunity areas.

To be successful in this role, the individual in this position will need to possess high customer service mindset to be able to deliver excellence in employee experience, effective communication skills, excellent stakeholder engagement skills, a high level of attention to detail, passionate about continuous improvement approach, and to model the Microsoft values and behaviors.


  • Day to day management of LATAM and Canada Payroll Operations, close follow up in coordinating on-cycle, off-cycle, Total rewards season, monthly payments, year to end activities and audits according to proper stablished cycles.

  • Resolution of escalated employee experiences´ issues, identifying path to assure the maintenance and evolution of processes for Benefits and Payroll, as well as creating proper Root Cause analysis which ensures avoiding repeating same errors.

  • Work on Internal audits and special requirements.

  • Enable End to End processes with proper stakeholders – HR Line Managers, AOM´s , Benefit´s suppliers, Mexico Service Center teams – GDM, RDM, Ask HR, Line Solutions.

  • Engagement with deploying new projects which involves payroll operation throughout the region.

  • Ability to understand Benefits and Payroll policy and processes and ensure that 100% policy and process are adhered.

  • Ability to interpret policies and make decisions working with COE teams on the scenarios which is raised as an exception to policy.

  • Prepare capacity dashboard, metrics and scorecard to effectively measure service partner performance.

  • Ensures process and operating procedure documentation is effective and in place always and operate business continuity and disaster recovery plans are established and maintained.

  • Continuously identify areas of process improvement and future investment to drive efficiency and improved employee experience (e.g. more relevant self-service content, streamlined processes, etc.) to implement changes and enhancements as appropriate

  • Act as a point of issue escalation and work with functional operation and relevant process players to arrive at a resolution.

  • Ensure HR Data integrity and compliance through accurate management of records.

  • Ensure knowledge management of HR processes through proper documentation of processes and policies in the region.

  • Responsible for driving standardization, simplification, automation and continuous improvement in area of responsibility.

  • Accountable for Data Privacy and security.

  • Continuously strive to gain customer satisfaction, improve employee experience and minimize complaints on the delivery of HR Services.

  • Focus on vendor management general improvements towards payroll services to ensure high quality service delivery.

  • Develop a trusted advisor relationship, monitors vendor SLA´s, performance, provide feedback, defines or approves/disapproves change control processes and development of vendors.


  • HR Services experience with Payroll and Benefits across countries.

  • Strong knowledge on Payroll processes, including payroll runs, terminations, vacations, holidays, special payments in LATAM, Canada and US region.

  • Good knowledge around basic benefits in LATAM, Canada and US.

  • Ability to lead the maintenance, improvement and automation of E2E processes, Desk Top Procedure and Knowledge base.

  • Must have strong communication skills – both written and verbal for English.

  • Must have strong planning, coordination and organizational skills.

  • Most have lead at least a group of 5 direct reports.

  • Demonstrated vendor management experience with ability to measure and report vendor performance.

  • Possess initiative & drive; with strong desire to continuously improve processes & deliver against agreed objectives/ service levels. Results oriented.

  • Ability to maintain highly confidential and sensitive information.

  • Ability to make decisions that impact employee experience levels with a sense of urgency.

  • Ability to work effectively in a team and willingness to help others.

  • Experience in implementing benefits and payroll processes across different countries.

  • Candidate must be able to work under pressure and within short time constraints.

  • SAP/EC/Success Factors/People Soft & HR system understanding.

  • Solid knowledge and proficiency in Visio, Access and Excel; MS Project proficiency a plus.

  • Bachelor’s degree or equivalent experience strongly preferred.

  • Strong Project management skills, influencing skills and ability to Train the team on an ongoing basis.

  • Highly collaborative and networking

  • Preferred experience in Large Scale, Multi-State Payroll including US, Canada, Ex-Patriot and In-patriot Payroll Processing, W-2 Year End Management, Organized, troubleshooter, detail oriented.