Human Resources Services Delivery Specialist – DACH Market

Role Summary

This role delivers consistent highquality and compliant HR support within a Germanspeaking multicultural sharedservices environment. Operating with a high degree of autonomy and accountability the Specialist ensures strict adherence to documented procedures quality standards and countryspecific 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 Germanlanguage HR knowledge content

Key Responsibilities

1. Centralized Tier 1 HR Support DACH

• Act as the primary Tier 1 point of contact for HRrelated 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 DACHspecific knowledge articles.
• Independently manage assigned Germanlanguage ticket queues ensuring:
  • Highquality and complete case documentation
  • Accurate system transactions
  • Full compliance with peerreview and approval controls
• Consistently meet or exceed defined SLAs and KPIs related to quality accuracy and turnaround time.

2. Standardized HR Transaction Execution

• Execute endtoend 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 countryspecific rules and guidance for Germany Austria and Switzerland within standardized global HR processes.
• Ensure strict adherence to GDPR Swiss dataprotection requirements and internal control standards.

3. GermanLanguage & Cultural Service Delivery

• Deliver Tier 1 HR support primarily in German (native or nearnative 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 workscouncil frameworks
• Apply countryspecific operational knowledge including:
  • Payroll calendars and cutoff dates
  • Public holidays
  • Documentation and compliance requirements

4. Case Triage Escalation & Regional Collaboration

• Accurately assess and triage complex or nonstandard 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 Germanlanguage 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 Germanlanguage knowledge articles scripts and FAQs.

• Associates or Bachelors degree in Human Resources Business Administration or a related field or equivalent practical experience.
• 12 years of experience in a customer service or administrative role preferably within HR Shared Services or Global Business Services.
• Native or nearnative German (written and spoken) mandatory.
• Fluent English (written and spoken).
• Experience using HRIS and casemanagement 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 compliancedriven and highly regulated environments.

Skills & Competencies

• GermanLanguage Excellence: Clear precise and professional communication.
• Process Discipline: Strong adherence to SOPs controls and quality standards.
• Judgment & Autonomy: Confident decisionmaking 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 highvolume deadlinedriven environment.
• Collaboration: Strong partnership with Tier 2 teams and DACH Regional HR stakeholders.