Tier 2 Team Leader managing complex employee lifecycle processes at HARMAN. Leading a team of specialists for high - quality HR service delivery across the region.
About the role
- Regional TIER 1 People Capability Centre Team Leader at HARMAN ensuring efficient HR service delivery across multiple countries. Leading Tier 1 Advisors and optimizing employee lifecycle query management.
Responsibilities
- 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 alignment.
- Drive usage of case management across plant employees.
- Design 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.
Requirements
- 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.
Benefits
- Competitive salary
- Flexible working hours
- Professional development opportunities
Job title
Job type
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Tech skills
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