Two former competitors were to join forces to become the most powerful Internet company in Germany. The HR Interim Manager was responsible for the post-merger integration of Web.de AG into the 1&1 group of companies. He managed the smooth integration of more than 500 employees into 1&1 and, as interim HR manager, ensured that the Web.de HR department remained operational during this time.
After successfully completing the post-merger integration project, the interim manager was offered the vacant position of Head of HR Europe for another company in the 1&1 Group. The responsibilities included more than 3,000 employees at twenty4help AG, the largest customer contact center in Europe, and around 25 HR employees in Europe. The new mandate included three roles: the European role, HR management for Germany and the Netherlands and the harmonization and standardization of HR work in Europe.
The Customer Contact Center worked for all major hardware and software manufacturers as well as a medical device manufacturer as a hotline. It offered its services in more than 30 languages at five European locations. In contrast to operations, the HR department was only set up nationally, each with its own structures, systems and processes.
The interim manager worked with the national HR managers and selected employees to develop standardized processes, e.g. for agent bonus accounting, talent and performance management. The standardized processes simplified the work of Operations. HR IT systems were standardized to ensure consistent reporting. A feasibility study was carried out on outsourcing payroll accounting. The interim manager wrote the requirements catalog for this and managed the pitch.
In recruiting, the interim manager worked closely with a local TV and radio station to develop a personnel marketing concept for the Maastricht site. This significantly reduced recruitment costs at the location. During recruitment campaigns, temporary staff from other countries provided support to absorb the high volume when Operations won a contract.
