Must Have:

• German language proficiency (B2/C1)
• BPS Service Operations / Service Management reporting experience, including contract management and SLA reporting

Preferred:

• HRO background (NOT MANDATORY)

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.