Key Responsibilities
of the function
Short description: Processing of HR orders including final clarification of customer concern in HR processes; if required, general advice to customers on individual personnel measures, HR data maintenance and quality assurance, advice to customers on HR processes and regulations.
· Promptly and conclusively handling HR orders in standard processes, in German language in accordance with the guidelines, with high accuracy and within defined timelines
· Documents and processes requests in HR management systems used (PEGA, SAP HR and other relevant tools)
· Prepares and maintains standard contracts, and other HR-related documents in accordance with system requirements
· Clarifying customer inquiries in the assigned subject area with system support, communicating with customers via standardized and approved channels
· Monitors and tracks deadlines, supports data quality checks relevant for salary payment and payroll cycles
· Ensures order completion and compliance with the deadlines, including data checking
· Prepares and processes employment contracts and related HR documents
· Resolves process disruptions, initiating and tracking escalations measures
· Provides clear, professional, and empathetic communication aligned with service standards
· Handles service quality complaints, tracks issues, and escalates according to defined escalation paths
· Identifies process deviations or difficulties, process improvements and provide solutions and follows the escalation procedure to supervisor
· Proposes and documents updates to work instructions where required.
· Cooperates closely with other HR teams and interfaces
· Reports on IT incidents and contributes to root cause analysis and solution implementation
· Assists other teams based on operational needs
Be involved in HR Projects and actively participates in the continuous optimization, harmonization and standardization of HR processes
Experience and
Skills required
· Bachelor’s degree completed or in progress
· HR-related background is considered an advantage
· Familiarity with HR information systems (e.g. SAP HR, ticketing tools) is a plus
· Good working knowledge of MS Office applications
· German: fluent (spoken and written)
· English: fluency at conversational level desired
· Strong customer service orientation and interpersonal skills
· Experience in customer interaction (phone, written, or face-to-face) is a plus
· Active listening skills and ability to communicate clearly and professionally
· High attention to detail and commitment to data accuracy
· Ability to work mostly independently within defined processes
· Team player with a proactive mindset and willingness to learn
Demonstrates empathy and professionalism in all customer interactions
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