Must Have:

- German language proficiency (B2/C1)

- BPS Service Operations / Service Management reporting experience, including contract management and SLA reporting



Preferred:

- HRO background


PURPOSE

Experience & Leadership

• 16-18 years of progressive experience in Human Resources Outsourcing (HRO), HR Shared Services, or Global Business Services environments, with demonstrated success in leading large-scale global delivery operations.

• Proven expertise in managing end-to-end Hire-to-Retire (H2R) processes, including Talent Acquisition, Core HR Administration, Talent Management, Learning & Development, Performance Management, Payroll, Compensation, and Employee Lifecycle Services.

• Strong track record of leading multi-location, multicultural teams and delivering operational excellence across global customer engagements.

Language & Communication

• German language proficiency at B2.2 level or above is mandatory, with the ability to effectively engage with native German- speaking stakeholders across verbal and written communication channels.

• Excellent business communication, executive presentation, negotiation, and stakeholder management skills.

Transformation & Technology

• Demonstrated experience in driving HR transformation initiatives, service delivery modernization, process standardization, and operational excellence programs.

• Strong understanding of HR technology platforms such as Workday, SAP SuccessFactors, Oracle HCM, ServiceNow HRSD, and related enterprise ecosystems.

• Experience leveraging Automation, Analytics, Artificial Intelligence (AI), Robotic Process Automation (RPA), and Agentic AI capabilities to improve service outcomes and operational efficiency.

Business & Financial Acumen

• Experience owning service delivery governance, contractual commitments, SLA/KPI management, financial performance, and account profitability.

• Strong analytical, problem-solving, risk management, and decision-making capabilities with a customer-centric mindset.


DOMAIN SKILL

• HR Outsourcing (HRO) and HR Shared Services

• Global Hire-to-Retire Operations

• HR Service Delivery Transformation

• Global Delivery Management

• Workforce Administration and Employee Lifecycle Management

• Talent Acquisition and Onboarding Services

• Talent Management and Performance Administration

• Learning and Development Operations

• Payroll and Compensation Administration

• HR Governance, Risk and Compliance

• Service Delivery Excellence and Operational Governance

• Business Process Re-engineering and Standardization

• Automation, Analytics and Cognitive Operations

• Artificial Intelligence and Agentic AI in HR Services

• Global HCM Platforms (Workday, SAP SuccessFactors, Oracle HCM)

• ERP, Workflow and Service Management Technologies

• Customer Experience and Employee Experience Improvement


KNOWLEDGE, SKILLS, EXPERIENCE

TECHNICAL EXPERIENCE REQUIRED

HR Analytics, Data Analytics, AI, Automation, or

RPA Certifications (Preferred)

Proficiency in Global HCM tools & solutions,

Exposure to ERP and automation tools


OTHER SKILLS

Strong client management & leadership skills, interpersonal skills, as well as verbal and written communication & presentation skills are required


OUTPUT

Delivery Leadership

• Lead end-to-end HR Shared Services delivery across global Hire-to-Retire processes, ensuring consistent achievement of service levels, operational targets, quality standards, and customer satisfaction objectives.

• Establish and maintain robust governance frameworks that drive operational excellence, accountability, compliance, and predictable service outcomes.

Customer & Stakeholder Management

• Act as the primary delivery leader for customer engagements, building trusted partnerships with client stakeholders and positioning the organization as a strategic HR transformation partner.

• Provide executive-level delivery oversight through governance reviews, performance reporting, business insights, and continuous improvement recommendations.

Transformation & Cognitive Operations

• Define and execute the roadmap for Cognitive HR Operations by integrating automation, analytics, artificial intelligence, and Agentic AI capabilities into service delivery models.

• Drive process simplification, standardization, and digitization initiatives that improve employee experience, operational efficiency, quality, and cost performance.

Workforce & Talent Leadership

• Own workforce planning, staffing strategy, capability development, succession planning, and talent management activities across the aligned account.

• Ensure timely onboarding, training, and readiness of delivery teams to support business growth and evolving customer requirements.

Financial & Commercial Accountability

• Own account-level financial performance, including revenue realization, margin management, productivity improvements, and cost optimization initiatives.

• Identify opportunities for account expansion, service transformation, and value creation through continuous innovation.

Risk, Compliance & Controls

• Ensure delivery compliance with customer contractual obligations, internal governance standards, audit requirements, data privacy regulations, and applicable HR policies.

• Proactively identify and mitigate operational risks while driving a culture of continuous process and control improvement.




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