Job Title: HR Operations Specialist – HR Shared Services (EMEA)
Location: Munich, Germany (Work from Office)
Job Type : Contract
Language Requirement: Fluent in German and English (Mandatory)
Experience: 2–5 Years
Rate : 240-250 Euros/Day
Job Overview
The HR Shared Services Response Centre serves as the first point of contact for employees regarding HR-related queries. The role focuses on providing timely support, resolving employee requests, managing service tickets, and directing employees to the correct HR resources when needed. The position plays a key role in ensuring a positive employee experience and maintaining efficient HR service delivery.
Key Responsibilities
HR Service Support
* Act as the first point of contact for employee HR queries across the EMEA region.
* Respond to questions related to onboarding, offboarding, compensation & benefits, payroll, timekeeping, and employee data changes .
* Manage and respond to employee requests through the HR ticketing system, ensuring accurate tracking and timely resolution.
* Aim to achieve first-contact resolution wherever possible.
Case Management & Escalation
* Review and assign employee inquiries to the appropriate HR teams or departments when required.
* Identify when cases need to be redirected or escalated to HR specialists, HR business partners, talent acquisition, benefits teams, or other departments such as Finance.
* Work closely with HR processing teams and subject matter experts to resolve complex queries.
Employee Support & Communication
* Guide employees to HR self-service tools and knowledge resources for quick solutions.
* Provide clear and accurate HR information using the HR knowledge base and internal resources .
* Maintain a high level of customer service while interacting with employees.
Problem Solving & Decision Making
* Identify issues and determine appropriate actions based on company policies and procedures .
* Gather relevant information to support decision-making.
* Escalate non-standard cases when necessary and collaborate with senior team members to resolve issues.
Operational Excellence
* Deliver HR services accurately and within defined timelines .
* Handle sensitive employee data with confidentiality and integrity .
* Perform data quality checks and audits to ensure accuracy in HR systems.
* Manage multiple priorities and maintain consistent performance under tight deadlines.
Continuous Improvement
* Contribute to improving HR processes and service delivery.
* Ensure updates in policies and procedures are reflected in the HR knowledge base .
* Support initiatives that enhance employee experience and service efficiency.
Skills & Competencies
* Fluent in German and English (mandatory) .
* Strong customer service and communication skills .
* Ability to manage multiple tasks and priorities in a fast-paced environment .
* Strong attention to detail and organizational skills .
* Ability to handle conflicts and resolve employee issues professionally .
* Self-motivated with the ability to take initiative.
* Strong knowledge of Microsoft Office (Word, Excel, PowerPoint) .
* Experience with HR systems such as SAP or SuccessFactors is an advantage .
* Understanding of the hire-to-retire employee lifecycle within EMEA region .
Education & Experience
* 2–5 years of experience in HR Operations, HR Shared Services, or a similar HR support role.
* Experience supporting employees and managers in an HR environment .
* Bachelor’s degree in Human Resources, Business Administration, Organizational Behavior, or related field preferred.
* HR certification or professional accreditation is a plus.