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.
Introduction: 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
The role is accountable for managing the delivery of complex employee lifecycle services across the assigned region. This role leads a team of Tier 2 Specialists and Subject Matter Experts who handle escalated, policy‑driven, and country‑specific HR cases. The leader ensures timely and high‑quality resolution of advanced issues, maintains consistency in process execution, and collaborates closely with HR Business Partners, Centers of Excellence, and Tier 1 teams to enable seamless end‑to‑end service delivery.
In addition, this role plays a critical part in enhancing regional HR service capability through robust process governance, compliance oversight, continuous improvement initiatives, and effective use of technology to drive efficiency, accuracy, and service excellence.
What You Will Do
Lead Tier 2 service delivery across the designated region, overseeing complex employee lifecycle activities and escalated case management.
Manage Tier 2 Specialists and Subject Matter Experts (SMEs) across key service lines, including but not limited to:
- Benefits operations
- Plant employee onboarding
- Offboarding processes
- Compliance and regulatory processes
- Data uploads, data management, and reporting
- Local policy‑driven exceptions
- Case escalations and investigations from Tier 1,Ensure the accurate, timely, and compliant execution of advanced HR processes.
Operational Excellence & Governance
- Establish Tier 2 service standards and ensure adherence to country‑specific policies, regulatory requirements, and global HR frameworks.
- Oversee the investigation, documentation, and resolution of complex policy and employee lifecycle cases.
- Ensure end‑to‑end compliance across all Tier 2 processes, including audit readiness and risk mitigation.
- Partner with Legal, Compliance, and Centers of Excellence (COEs) to ensure correct policy interpretation and application.
Technology & Workflow Management
- Support the execution of Tier 2 processes through Workday (system of record) and ServiceNow (case management).
- Define and refine Tier 2 workflows, escalation paths, and approval structures.
- Collaborate with HR Technology teams to leverage automation, AI, and workflow optimization to improve efficiency and accuracy.
Collaboration & Stakeholder Management
- Act as a subject‑matter escalation point for Tier 1 teams, COEs, and HR Business Partners.
- Partner closely with Tier 1 leaders to ensure effective case handoffs, consistent knowledge content, and accurate case routing.
- Provide insights and feedback to COEs to support policy refinement and process standardization.
Performance & Continuous Improvement
- Define and manage Tier 2 SLAs, KPIs, quality metrics, and process compliance indicators.
- Track key performance measures, including case complexity, cycle time, first‑time accuracy, and employee experience outcomes.
- Lead continuous improvement initiatives to simplify processes, reduce manual effort, and enhance service quality.
- Drive operational maturity and continuously elevate Tier 2 capabilities year over year.
People Leadership
- Coach, mentor, and develop Tier 2 Specialists and SMEs to build strong functional and policy expertise.
- Foster a culture of accountability, quality, and continuous learning within the Tier 2 team.
- Report to the Regional People Capability Centre Hub Leader and lead a team of Specialists/SMEs responsible for managing country‑specific and complex HR processes.
- Oversee the delivery of escalated queries, investigative requests, data uploads, technical troubleshooting, Workday support, and reporting activities.
- Manage specialized service lines, including Benefits Operations, Onboarding, Offboarding, Compliance, and other regulated or high‑complexity HR services.
- Collaborate closely with Tier 1 Team Leaders, Centers of Excellence (COEs), HR Business Partners, Legal, and HR Technology teams to ensure aligned, compliant, and high‑quality HR service delivery across the employee lifecycle.
What You Need to Be Successful
- 8–10 years of experience in HR operations or shared services, with demonstrated exposure to Tier 2 or SME‑level HR service delivery.
- Strong expertise in complex employee lifecycle processes, compliance requirements, and country‑specific HR policies.
- Hands‑on experience with HRIS platforms such as Workday and ServiceNow.
- Experience handling escalations, case investigations, and advanced policy interpretation.
- Experience working with multi‑country or regionally distributed teams.
- Strong analytical skills, with the ability to interpret data, advise stakeholders, and recommend process improvements.
- Excellent communication and stakeholder management skills, with the confidence to engage senior partners.
- Proven leadership experience managing specialists or SMEs within a service delivery environment.
Bonus Points if You Have
- Bachelor’s degree in Human Resources, Business, Management, or a related field.
- Experience implementing or enhancing ServiceNow workflows.
- Experience setting up or scaling Tier 2 teams in an HR shared services environment.
- Continuous Improvement certifications (Six Sigma, LEAN, Operational Excellence).
- Exposure to Works Council or regulatory consultation processes (if applicable to the region).
What We Offer
- Flexible work environment, allowing for full-time remote work globally for positions that can be performed outside a HARMAN or customer location
- Access to employee discounts on world-class HARMAN and Samsung products (JBL, HARMAN Kardon, AKG, etc.)
- Extensive training opportunities through our own HARMAN University
- Competitive wellness benefits
- Tuition reimbursement
- “Be Brilliant” employee recognition and rewards program
- An inclusive and diverse work environment that fosters and encourages professional and personal development
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HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, 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.
