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, you’ll 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
We’re a global, multi-disciplinary team that’s putting the innovative power of technology to work and transforming tomorrow. At HARMAN Automotive, we give you the keys to fast-track your career.
Engineer audio systems and integrated technology platforms that augment the driving experience Combine ingenuity, in-depth research, and a spirit of collaboration with design and engineering excellence 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 HARMAN’s 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 end‑to‑end employee lifecycle query resolution across multiple countries within the assigned region. This role leads a high‑performing Tier 1 team to deliver consistent, high‑quality, 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 technology‑enabled 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 AI‑driven solutions, improving efficiency, and enabling personalized employee interactions.
This position continuously advances Tier 1 service maturity by promoting self‑service, collaborating with Tier 0 specialists, and providing insights for policy and process improvements. The leader ensures operational excellence and consistently delivers high‑quality 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 policy‑related queries across multiple countries, ensuring consistent, accurate, and high‑quality 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 ServiceNow. In 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 self‑service adoption, reduce Tier 1 query volumes, and improve the maturity of the Tier 1 team to support more complex and value‑added 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 policy‑related queries.Oversee Tier 1 Advisors who provide first‑line HR support across the employee lifecycle, ensuring consistent application of policies, processes, and service standards.Support the deployment and continuous improvement of a technology‑enabled 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 alignmentDrive usage of case management across plant employeesDesign and maintain Tier 1 workflows, service channels, escalation pathways, and AI‑enabled support mechanisms in partnership with HR Technology.Establish Tier 1 service standards, ensuring global consistency and appropriate country‑level 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 AI‑driven 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, first‑contact resolution, case aging, cost‑to‑serve, 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 self‑service 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.Hands‑on experience working with HRIS systems such as Workday and ServiceNow, including exposure to AI/Chatbot‑enabled support.Bachelor’s degree in human resources, Business, Management, or a related field.7–8 years of progressive experience in HR operations or shared services, with direct experience supporting multi‑country 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 high‑performing HR support teams.Strong analytical skills with the ability to interpret data and present insights clearly.Excellent communication skills—confident, 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 ServiceNowExperience in starting up a TIER 1 shared service teamContinuous Improvement certifications such as Six sigma or LEAN Operational excellenceWhat 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.
