Human Resources Services Delivery Specialist - DACH Market

Erstellungsdatum 27.08.2026

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Job Description

Role Summary

This role delivers consistent, high-quality, and compliant HR support within a German-speaking, multicultural shared-services environment. Operating with a high degree of autonomy and accountability, the Specialist ensures strict adherence to documented procedures, quality standards, and country-specific regulatory requirements.

The position plays a critical role in:

Delivering a seamless and professional colleague experience across the DACH region
Ensuring accurate case triage and effective escalation
Supporting the maintenance and quality of German-language HR knowledge content

Responsibilities

Key Responsibilities

1. Centralized Tier 1 HR Support - DACH

Act as the primary Tier 1 point of contact for HR-related inquiries for Germany, Austria, and Switzerland via ServiceCentral (or equivalent), including:
- HR policies and procedures
- Payroll inputs and basic benefits inquiries
- Onboarding and offboarding administration
- HR Cloud data changes and colleague record maintenance
Deliver accurate, timely, and compliant responses using approved SOPs, scripts, and DACH-specific knowledge articles.
Independently manage assigned German-language ticket queues, ensuring:
- High-quality and complete case documentation
- Accurate system transactions
- Full compliance with peer-review and approval controls
Consistently meet or exceed defined SLAs and KPIs related to quality, accuracy, and turnaround time.

2. Standardized HR Transaction Execution

Execute end-to-end Tier 1 HR transactions for DACH countries, including:
- Onboarding administration
- Background check coordination
- Employee data updates and corrections
- Employment verification letters
- Payroll inputs and basic pay changes
- Learning administration
- Basic total rewards and benefits support
Apply country-specific rules and guidance for Germany, Austria, and Switzerland within standardized global HR processes.
Ensure strict adherence to GDPR, Swiss data-protection requirements, and internal control standards.

3. German-Language & Cultural Service Delivery

Deliver Tier 1 HR support primarily in German (native or near-native proficiency required).
Provide support in English for internal collaboration, documentation, and escalations.
Demonstrate strong cultural awareness when supporting DACH colleagues, including:
- Formal communication standards
- High expectations for precision and accuracy
- Sensitivity to regulatory, contractual, and works-council frameworks
Apply country-specific operational knowledge, including:
- Payroll calendars and cut-off dates
- Public holidays
- Documentation and compliance requirements

4. Case Triage, Escalation & Regional Collaboration

Accurately assess and triage complex or non-standard DACH inquiries, escalating as appropriate to:
- Tier 2 HR Services Specialists (Lisbon)
- Regional HR Specialists for the DACH region
Provide clear, structured case handovers in German and/or English to ensure efficient resolution.
Actively monitor escalations through to closure, ensuring a positive, professional colleague experience.

5. Knowledge Ownership & Continuous Improvement

Serve as a Tier 1 reference point for German-language HR knowledge content.
Support onboarding and informal coaching of other Tier 1 colleagues supporting DACH processes.
Identify recurring issues, documentation gaps, or compliance risks specific to Germany, Austria, or Switzerland.
Contribute to the continuous improvement of German-language knowledge articles, scripts, and FAQs.

Qualifications

Required

Associate's or Bachelor's degree in Human Resources, Business Administration, or a related field, or equivalent practical experience.
1-2 years of experience in a customer service or administrative role, preferably within HR Shared Services or Global Business Services.
Native or near-native German (written and spoken) - mandatory.
Fluent English (written and spoken).
Experience using HRIS and case-management tools (e.g., Oracle Cloud, Workday, ServiceNow).
Demonstrated experience supporting Germany, Austria, and/or Switzerland in an HR or administrative capacity.

Preferred

Experience working in a multilingual or regional delivery hub.
Exposure to DACH onboarding processes and employee data management.
Experience operating in compliance-driven and highly regulated environments.

Skills & Competencies

German-Language Excellence: Clear, precise, and professional communication.
Process Discipline: Strong adherence to SOPs, controls, and quality standards.
Judgment & Autonomy: Confident decision-making within defined Tier 1 scope.
Cultural Intelligence: Comfort operating within DACH cultural and regulatory norms.
Attention to Detail: High accuracy in documentation and transactions.
Resilience: Effective performance in a high-volume, deadline-driven environment.
Collaboration: Strong partnership with Tier 2 teams and DACH Regional HR stakeholders.

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