Delivery Manager - HRO (German)
Gratitude IncDelivery Manager - HRO (German)
Job Description
Key Skills
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Role Overview
The HRO Delivery Manager for the Hire-to-Retire (HRO) process is responsible for leading
end-to-end HR service delivery across one or multiple HR towers and work together with
counterparts in other geographies to provide unified seamless service to client , ensuring
operational excellence, stakeholder satisfaction, and continuous process improvement. This
role demands strong domain expertise, deep expertise Ops management, and the ability to
communicate effectively in both English and German to support global internal stakeholders
and German-speaking client stakeholders.
Key Responsibilities
• Own end-to-end service delivery for the CLIENT account/portfolio within agreed scope,
ensuring SLA/OLA adherence and consistent service performance.
• Establish and run operational governance with CLIENT, including reviews, reporting, and
tracking of KPIs, risks, and issues.
• Plan and execute agreed initiatives (transition, stabilization, process improvements,
automation) and track benefits including productivity and cost optimization.
• Act as the primary point of contact for day-to-day service delivery issues/escalations,
drive root-cause analysis, corrective/preventive actions, and ensure timely resolution.
• Ensure CLIENT requirements are captured, understood, and delivered through well-
defined processes, change management, and effective communication, with the aim of
improving customer satisfaction metrics.
• Drive service quality through adherence to standards, audits, and continual service
improvement (CSI), ensuring value realization for the CLIENT.
• Collaborate with internal stakeholders (delivery, operations, finance, HR, security,
vendors) to ensure adequate staffing, compliance, and smooth delivery execution.
• Identify and execute cost optimization opportunities within the account (e.g., resource
pyramid, automation, process standardization) while maintaining or improving service
standards.
Required Skills and Qualifications
▪ Graduate / Post Graduate degree with minimum 9-14 years of experience in service
delivery and managing client relationships within an account.
▪ Good understanding of relevant industry practices, delivery models, and the client’s
business processes.
▪ Strong experience in operational governance, SLA management, and stakeholder
communication across client and internal teams.
▪ Other Skills:
o Analytical thinking.
o Planning and organising.
o Relationship management.
o Customer orientation.
o Result orientation.
o Service mindset and continuous improvement orientation.
o Innovation and creativity
Preferred Qualifications
• Certification in Lean, Six Sigma, or Project Management (PMP/Prince2).
• B2+ certification level in written and verbal German language expertise
• Experience supporting German or European HR market operations.
• Prior experience in a Global Capability Canter, Shared Services, or Outsourcing
environment.
Behavioural Competencies
• Strong business and people management skills.
• Ability to work upon challenging requirements while maintaining service quality.
• Excellent problem-solving and decision-making abilities.
• High cultural sensitivity and adaptability in global environments.
**Ex TCS Employees can't apply
PAN and DOB are required for profile creation**
**Graduation is compulsory**
**Former and/or current TCS/Tata employee is not accepted**
**Reject if "German" is not stated on CV**
**B2 German Language is required**
Role
Customer Delivery Manager
Timings
Night Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Non-Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
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