Human Resources Services Delivery Specialist Dach Market

Human Resources Services Delivery Specialist DACH Market Description

Role Summary

This role delivers

consistent, high‑quality, and compliant HR support

within a German‑speaking, multicultural shared‑services environment. Operating with a high degree of autonomy and accountability, the Specialist ensures strict adherence to documented procedures, quality standards, and country‑specific regulatory requirements.

The position plays a critical role in:

Delivering a seamless and professional colleague experience across the DACH region

Ensuring accurate case triage and effective escalation

Supporting the maintenance and quality of German‑language HR knowledge content

Key Responsibilities

1. Centralized Tier 1 HR Support – DACH

Act as the primary Tier 1 point of contact for HR‑related inquiries for Germany, Austria, and Switzerland via ServiceCentral (or equivalent), including:

HR policies and procedures

Payroll inputs and basic benefits inquiries

Onboarding and offboarding administration

HR Cloud data changes and colleague record maintenance

Deliver accurate, timely, and compliant responses using approved SOPs, scripts, and DACH‑specific knowledge articles.

Independently manage assigned German‑language ticket queues, ensuring:

High‑quality and complete case documentation

Accurate system transactions

Full compliance with peer‑review and approval controls

Consistently meet or exceed defined SLAs and KPIs related to quality, accuracy, and turnaround time.

2. Standardized HR Transaction Execution

Execute end‑to‑end Tier 1 HR transactions for DACH countries, including:

Onboarding administration

Background check coordination

Employee data updates and corrections

Employment verification letters

Payroll inputs and basic pay changes

Learning administration

Basic total rewards and benefits support

Apply country‑specific rules and guidance for Germany, Austria, and Switzerland within standardized global HR processes.

Ensure strict adherence to GDPR, Swiss data‑protection requirements, and internal control standards.

3. German‑Language & Cultural Service Delivery

Deliver Tier 1 HR support primarily in

German

(native or near‑native proficiency required).

Provide support in

English

for internal collaboration, documentation, and escalations.

Demonstrate strong cultural awareness when supporting DACH colleagues, including:

Formal communication standards

High expectations for precision and accuracy

Sensitivity to regulatory, contractual, and works‑council frameworks

Apply country‑specific operational knowledge, including:

Payroll calendars and cut‑off dates

Public holidays

Documentation and compliance requirements

4. Case Triage, Escalation & Regional Collaboration

Accurately assess and triage complex or non‑standard DACH inquiries, escalating as appropriate to:

Tier 2 HR Services Specialists (Lisbon)

Regional HR Specialists for the DACH region

Provide clear, structured case handovers in German and/or English to ensure efficient resolution.

Actively monitor escalations through to closure, ensuring a positive, professional colleague experience.

5. Knowledge Ownership & Continuous Improvement

Serve as a Tier 1 reference point for German‑language HR knowledge content.

Support onboarding and informal coaching of other Tier 1 colleagues supporting DACH processes.

Identify recurring issues, documentation gaps, or compliance risks specific to Germany, Austria, or Switzerland.

Contribute to the continuous improvement of German‑language knowledge articles, scripts, and FAQs.

Qualifications

Associate’s or Bachelor’s degree in Human Resources, Business Administration, or a related field, or equivalent practical experience.

1–2 years of experience

in a customer service or administrative role, preferably within HR Shared Services or Global Business Services.

Native or near‑native

German

(written and spoken) – mandatory.

Fluent

English

(written and spoken).

Experience using HRIS and case‑management tools (e.g., Oracle Cloud, Workday, ServiceNow).

Demonstrated experience supporting Germany, Austria, and/or Switzerland in an HR or administrative capacity.

Preferred

Experience working in a multilingual or regional delivery hub.

Exposure to DACH onboarding processes and employee data management.

Experience operating in compliance‑driven and highly regulated environments.

Skills & Competencies

German‑Language Excellence:

Clear, precise, and professional communication.

Process Discipline:

Strong adherence to SOPs, controls, and quality standards.

Judgment & Autonomy:

Confident decision‑making within defined Tier 1 scope.

Cultural Intelligence:

Comfort operating within DACH cultural and regulatory norms.

Attention to Detail:

High accuracy in documentation and transactions.

Resilience:

Effective performance in a high‑volume, deadline‑driven environment.

Collaboration:

Strong partnership with Tier 2 teams and DACH Regional HR stakeholders.

#J-18808-Ljbffr