Role/Skill: Delivery Manager - HRO (German)

Location: Bangaluru, Whitefield

Experience: 9-14 Years

Band: BPO 5

Job ID: 407303

Shift: Central European Timing


Role Overview

The HRO Delivery Manager for the Hire-to-Retire (HRO) process is responsible for leading

end-to-end HR service delivery across one or multiple HR towers and work together with

counterparts in other geographies to provide unified seamless service to client , ensuring

operational excellence, stakeholder satisfaction, and continuous process improvement. This

role demands strong domain expertise, deep expertise Ops management, and the ability to

communicate effectively in both English and German to support global internal stakeholders

and German-speaking client stakeholders.


Key Responsibilities

• Own end-to-end service delivery for the CLIENT account/portfolio within agreed scope,

ensuring SLA/OLA adherence and consistent service performance.

• Establish and run operational governance with CLIENT, including reviews, reporting, and

tracking of KPIs, risks, and issues.

• Plan and execute agreed initiatives (transition, stabilization, process improvements,

automation) and track benefits including productivity and cost optimization.

• Act as the primary point of contact for day-to-day service delivery issues/escalations,

drive root-cause analysis, corrective/preventive actions, and ensure timely resolution.

• Ensure CLIENT requirements are captured, understood, and delivered through well-

defined processes, change management, and effective communication, with the aim of

improving customer satisfaction metrics.

• Drive service quality through adherence to standards, audits, and continual service

improvement (CSI), ensuring value realization for the CLIENT.

• Collaborate with internal stakeholders (delivery, operations, finance, HR, security,

vendors) to ensure adequate staffing, compliance, and smooth delivery execution.

• Identify and execute cost optimization opportunities within the account (e.g., resource

pyramid, automation, process standardization) while maintaining or improving service

standards.


Required Skills and Qualifications

▪ Graduate / Post Graduate degree with minimum 9-14 years of experience in service

delivery and managing client relationships within an account.

▪ Good understanding of relevant industry practices, delivery models, and the client’s

business processes.

▪ Strong experience in operational governance, SLA management, and stakeholder communication across client and internal teams.

▪ Other Skills:

o Analytical thinking.

o Planning and organising.

o Relationship management.

o Customer orientation.

o Result orientation.

o Service mindset and continuous improvement orientation.

o Innovation and creativity


Preferred Qualifications

• Certification in Lean, Six Sigma, or Project Management (PMP/Prince2).

• B2+ certification level in written and verbal German language expertise

• Experience supporting German or European HR market operations.

• Prior experience in a Global Capability Canter, Shared Services, or Outsourcing

environment.


Behavioural Competencies

• Strong business and people management skills.

• Ability to work upon challenging requirements while maintaining service quality.

• Excellent problem-solving and decision-making abilities.

• High cultural sensitivity and adaptability in global environments.



PAN and DOB are required for profile creation**

**Graduation is compulsory**

**B2 German Language is required**