About this role
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
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.
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.