Regional TIER 1 People Capability Centre Team Leader

A Career at HARMAN

As a technology leader that is rapidly on the move HARMAN is filled with people who are focused on making life better. Innovation inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together youll discover that at HARMAN you can grow make a difference and be proud of the work you do every day.

A Career at HARMAN Automotive

Werea global multi-disciplinary teamthatsputting the innovative power of technology to work andtransformingtomorrow. At HARMAN Automotive we give you the keys to fast-trackyour career.

• Engineer audio systems and integrated technology platforms that augment the drivingexperience

• Combine ingenuity in-depth research and a spirit of collaboration with design and engineeringexcellence

• Advance in-vehicle infotainment safety efficiency and enjoyment

About the Role
HARMAN is undergoing a transformation within the businesses and functions that will enable us to grow ambitiously. We need to look at our people processes and technology and HR is determined to play an active role in those initiatives. To execute HARMANs strategy we must examine what we are doing today and what needs to change in organization design processes and systems so we can support the growing needs of the business.

The Regional TIER 1 Capability Centre Leader is responsible for managing endtoend employee lifecycle query resolution across multiple countries within the assigned region. This role leads a highperforming Tier 1 team to deliver consistent highquality and efficient employee support ensuring a superior employee experience.

You will oversee Tier 1 Advisors who manage simple to complex policy queries and drive a technologyenabled HR service delivery model. The role includes designing and operating an integrated ecosystem leveraging Workday as the system of record and ServiceNow for case management. A core focus is enhancing service delivery through AIdriven solutions improving efficiency and enabling personalized employee interactions.

This position continuously advances Tier 1 service maturity by promoting selfservice collaborating with Tier 0 specialists and providing insights for policy and process improvements. The leader ensures operational excellence and consistently delivers highquality HR services throughout the employee lifecycle within the designated geography.

Your Team

You will report to the Regional People Capability Centre Hub Leader and play a key role in the operational management of the Tier 1 function within the designated region. As a Tier 1 Team Leader you will manage a team of Tier 1 Advisors responsible for resolving employee lifecycle and policyrelated queries across multiple countries ensuring consistent accurate and highquality HR support.

Your role will focus on optimizing Tier 1 service delivery by driving operational excellence fostering a culture of continuous improvement and aligning processes with global standards. You will ensure adherence to service levels and enable efficient case resolution through Workday and addition you will coach develop and guide Tier 1 Advisors monitor performance against defined SLAs and KPIs and ensure a superior employee experience.

You will collaborate closely with Tier 0 specialists and other HR service lines to enhance knowledge content strengthen selfservice adoption reduce Tier 1 query volumes and improve the maturity of the Tier 1 team to support more complex and valueadded service delivery.

What You Will Do

• Lead Tier 1 service delivery within the designated region ensuring accurate and timely resolution of simple to complex employee lifecycle and policyrelated queries.
• Oversee Tier 1 Advisors who provide firstline HR support across the employee lifecycle ensuring consistent application of policies processes and service standards.
• Support the deployment and continuous improvement of a technologyenabled Tier 1 model leveraging Workday for transactions and ServiceNow for case management.
• Manage Plant Operations and support employee life cycle activities and collaborate closely with Plant Business leaders.
• Drive standardisation and automation across plant processes in alignment
• Drive usage of case management across plant employees
• Design and maintain Tier 1 workflows service channels escalation pathways and AIenabled support mechanisms in partnership with HR Technology.
• Establish Tier 1 service standards ensuring global consistency and appropriate countrylevel compliance across the entire TIER 1 function including the designated plant.
• Define monitor and manage SLAs KPIs quality metrics and employee satisfaction indicators for Tier 1 operations and designated plant.
• Ensure strong knowledge management practices including accurate updated and accessible Tier 1 content to drive consistent query resolution.
• Embed AIdriven automation and workflow enhancements to reduce manual effort and improve responsiveness.
• Identify and partner with HR Technology to prioritize automation opportunities that enhance Tier 1 efficiency and employee experience.
• Track key performance metrics including service levels firstcontact resolution case aging costtoserve and satisfaction.
• Collaborate closely with Tier 0 specialists COEs and HR Business Partners to align Tier 1 service delivery with policy updates and evolving business needs.
• Contribute to continuous improvement and broader HR transformation initiatives by maturing Tier 1 capability and promoting selfservice adoption.

What You Need

• Strong knowledge of employee lifecycle processes policy interpretation query resolution request management and GDPR OR equivalent data protection and compliance policies.
• Handson experience working with HRIS systems such as Workday and ServiceNow including exposure to AI/Chatbotenabled support.
• Bachelors degree in human resources Business Management or a related field.
• 78 years of progressive experience in HR operations or shared services with direct experience supporting multicountry Tier 1 or HR service delivery.
• Experience collaborating with globally distributed teams and stakeholders.
• Ability to drive process improvements and implement automation to enhance efficiency and employee experience.
• Strong operational excellence mindset with the ability to manage SLAs KPIs quality standards and service outcomes.
• Ability to apply best practices benchmarking and continuous improvement methodologies to strengthen Tier 1 service delivery.
• Proven leadership skills in coaching developing and guiding highperforming HR support teams.
• Strong analytical skills with the ability to interpret data and present insights clearly.
• Excellent communication skillsconfident articulate and able to convey information effectively across diverse audiences.
• Experience engaging with senior stakeholders on escalations service insights and process recommendations.

What is Nice to Have

• Experience implementing ServiceNow
• Experience in starting up a TIER 1 shared service team
• Continuous Improvement certifications such as Six sigma or LEAN Operational excellence

What Makes You Eligible

• Be willing to travel up to 20% international travel.
• Work in our EMEA Hub office.

HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard torace religion color national origin gender (including pregnancy childbirth or related medical conditions) sexual orientation gender identity gender expression age status as a protected veteran status as an individual with a disability or other applicable legally protected characteristics.