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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:
<ul>
<li>Delivering a seamless and professional colleague experience across the DACH region</li>
<li>Ensuring accurate case triage and effective escalation</li>
<li>Supporting the maintenance and quality of German‑language HR knowledge content</li>
</ul>
Key Responsibilities
1. Centralized Tier 1 HR Support – DACH
<ul>
<li>Act as the primary Tier 1 point of contact for HR‑related inquiries for Germany, Austria, and Switzerland via ServiceCentral (or equivalent), including:&nbsp;<ul>
<li>HR policies and procedures</li>
<li>Payroll inputs and basic benefits inquiries</li>
<li>Onboarding and offboarding administration</li>
<li>HR Cloud data changes and colleague record maintenance</li>
</ul>
</li>
<li>Deliver accurate, timely, and compliant responses using approved SOPs, scripts, and DACH‑specific knowledge articles.</li>
<li>Independently manage assigned German‑language ticket queues, ensuring:&nbsp;<ul>
<li>High‑quality and complete case documentation</li>
<li>Accurate system transactions</li>
<li>Full compliance with peer‑review and approval controls</li>
</ul>
</li>
<li>Consistently meet or exceed defined SLAs and KPIs related to quality, accuracy, and turnaround time.</li>
</ul>
<hr>
2. Standardized HR Transaction Execution
<ul>
<li>Execute end‑to‑end Tier 1 HR transactions for DACH countries, including:&nbsp;<ul>
<li>Onboarding administration</li>
<li>Background check coordination</li>
<li>Employee data updates and corrections</li>
<li>Employment verification letters</li>
<li>Payroll inputs and basic pay changes</li>
<li>Learning administration</li>
<li>Basic total rewards and benefits support</li>
</ul>
</li>
<li>Apply country‑specific rules and guidance for Germany, Austria, and Switzerland within standardized global HR processes.</li>
<li>Ensure strict adherence to GDPR, Swiss data‑protection requirements, and internal control standards.</li>
</ul>
<hr>
3. German‑Language &amp; Cultural Service Delivery
<ul>
<li>Deliver Tier 1 HR support primarily in German (native or near‑native proficiency required).</li>
<li>Provide support in English for internal collaboration, documentation, and escalations.</li>
<li>Demonstrate strong cultural awareness when supporting DACH colleagues, including:&nbsp;<ul>
<li>Formal communication standards</li>
<li>High expectations for precision and accuracy</li>
<li>Sensitivity to regulatory, contractual, and works‑council frameworks</li>
</ul>
</li>
<li>Apply country‑specific operational knowledge, including:&nbsp;<ul>
<li>Payroll calendars and cut‑off dates</li>
<li>Public holidays</li>
<li>Documentation and compliance requirements</li>
</ul>
</li>
</ul>
<hr>
4. Case Triage, Escalation &amp; Regional Collaboration
<ul>
<li>Accurately assess and triage complex or non‑standard DACH inquiries, escalating as appropriate to:&nbsp;<ul>
<li>Tier 2 HR Services Specialists (Lisbon)</li>
<li>Regional HR Specialists for the DACH region</li>
</ul>
</li>
<li>Provide clear, structured case handovers in German and/or English to ensure efficient resolution.</li>
<li>Actively monitor escalations through to closure, ensuring a positive, professional colleague experience.</li>
</ul>
<hr>
5. Knowledge Ownership &amp; Continuous Improvement
<ul>
<li>Serve as a Tier 1 reference point for German‑language HR knowledge content.</li>
<li>Support onboarding and informal coaching of other Tier 1 colleagues supporting DACH processes.</li>
<li>Identify recurring issues, documentation gaps, or compliance risks specific to Germany, Austria, or Switzerland.</li>
<li>Contribute to the continuous improvement of German‑language knowledge articles, scripts, and FAQs.</li>
</ul>
Required
<ul>
<li>Associate’s or Bachelor’s degree in Human Resources, Business Administration, or a related field, or equivalent practical experience.</li>
<li>1–2 years of experience in a customer service or administrative role, preferably within HR Shared Services or Global Business Services.</li>
<li>Native or near‑native German (written and spoken) – mandatory.</li>
<li>Fluent English (written and spoken).</li>
<li>Experience using HRIS and case‑management tools (e.g., Oracle Cloud, Workday, ServiceNow).</li>
<li>Demonstrated experience supporting Germany, Austria, and/or Switzerland in an HR or administrative capacity.</li>
</ul>
Preferred
<ul>
<li>Experience working in a multilingual or regional delivery hub.</li>
<li>Exposure to DACH onboarding processes and employee data management.</li>
<li>Experience operating in compliance‑driven and highly regulated environments.</li>
</ul>
<hr>
Skills &amp; Competencies
<ul>
<li>German‑Language Excellence: Clear, precise, and professional communication.</li>
<li>Process Discipline: Strong adherence to SOPs, controls, and quality standards.</li>
<li>Judgment &amp; Autonomy: Confident decision‑making within defined Tier 1 scope.</li>
<li>Cultural Intelligence: Comfort operating within DACH cultural and regulatory norms.</li>
<li>Attention to Detail: High accuracy in documentation and transactions.</li>
<li>Resilience: Effective performance in a high‑volume, deadline‑driven environment.</li>
<li>Collaboration: Strong partnership with Tier 2 teams and DACH Regional HR stakeholders.</li>
</ul>

Human Resources Services Delivery Specialist – German Speaker

Human Resources Services Delivery Specialist – German Speaker

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