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 SKILLS

• 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


SKILLS/EXPERIENCE

HR Analytics, Data Analytics, AI, Automation, or

RPA Certifications (Preferred)

Proficiency in Global HCM tools & solutions,

Exposure to ERP and automation tools

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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