Delivery Manager – HRO [German Speaking]

Location: Bangalore, Whitefield | Work Setup: Onsite | Shift: Central European Time [CET]

Job Type: Full-time | Band: BPO 5 | Experience: 9–14 Years

Job ID: 407303 | Salary: 16–17 LPA

Role Overview

Lead end-to-end Hire-to-Retire [HRO] service delivery across one or multiple HR towers. Ensure operational excellence, SLA/OLA adherence, stakeholder satisfaction, and continuous improvement for German-speaking clients. Act as the single point of contact for client and global stakeholders.

Key Responsibilities

- Service Delivery Ownership: Own the CLIENT account/portfolio. Ensure SLA/OLA compliance, KPI tracking, risk/issue management, and consistent service performance

- Governance & Improvement: Establish client governance with reviews/reporting. Drive transition, stabilization, process improvements, and automation. Track productivity and cost optimization benefits

- Escalation & Resolution: Act as primary POC for escalations. Drive RCA, CAPA, and timely resolution. Capture and deliver client requirements via defined processes and change management

- Quality & Compliance: Drive service quality via audits, standards adherence, and continual service improvement [CSI]. Ensure value realization for the client

- Stakeholder & Cost Management: Collaborate with Delivery, Ops, Finance, HR, Security, and Vendors. Identify cost optimization via resource pyramid, automation, and standardization without impacting service standards

Must-Have Skills & Qualifications

- Experience: 9–14 years in service delivery and client account management. HRO/ HR shared services exposure required

- Language: B2+ level German – Written & Verbal fluency is mandatory. Strong English communication

- Domain: Strong operational governance, SLA management, and stakeholder management. Understanding of HR industry practices and delivery models

- Education: Graduate / Post Graduate – Graduation is compulsory

- Competencies: Analytical thinking, Planning & organizing, Relationship management, Customer & result orientation, Service mindset, Innovation

Preferred Qualifications

Lean/Six Sigma or PMP/Prince2 certification. Experience supporting German/EU HR operations. GBS, Shared Services, or Outsourcing background.

Behavioural Competencies

Strong people & business management, Problem-solving & decision-making, High cultural sensitivity in global environments.