Harman

About the Role
HARMAN is undergoing a transformation within the businesses and its support functions that will enable us to grow ambitiously.  We need to look at our people, processes and technology holistically 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 our organization design, processes, and systems so we can support the growing needs of the business.

As the EMEA Regional Capability Centre leader, you will be responsible for architecting and leading a future focused, technology-enabled global HR service delivery model that elevates the employee experience at scale. This role designs and operationalizes an integrated ecosystem that connects Workday as the system of record and ServiceNow for case management. We are also transforming the service-delivery experience by leveraging AI-driven innovation to establish efficiencies and enhance personalized employee experience. This position will require a leader that is able to continuously drive improvements across our service delivery model while also maintaining operational excellence to deliver consistent, high quality HR Services across the employee lifecycle within the EMEA region.

Your Team

You will report to the Global People Capability Centre Leader. In your capacity as the Regional People Capability Centre Hub Leader for EMEA (Europe, Middle East, Central Asia & UK), a senior leader within the capability centre, you will oversee the strategic and operational aspects of setting and managing Regional Capability Centre Hub for EMEA, UK region  manage, govern the following service lines: Benefits Operations, Onboarding, Offboarding, Regional helpdesk (TIER1 and 2, queries & Requests management) in some cases requiring local support, such as for Work council, Tariff employees, and compliance matters.

This is a leadership position responsible for managing and optimizing the delivery of People services to the organization and optimizing processes  continuously. It requires strategic planning, team leadership, and operational management.

What You Will Do

• Lead the Regional Capability Centre Hub for EMEA,  managing and, governing services such as Benefits Operations,  Onboarding, Offboarding, regional helpdesk queries and requests (TIER1 and2)
• Provide local support for learning/training programs, Work council engagement, support for office, tariff and manufacturing employees, Compliance matters, Employee Relations.
• Architect end-to-end service delivery for EMEA region leveraging Workday and ServiceNow
• Define and track performance metrics including service levels, KPIs, first-contact resolution, case aging, cost to serve automation and employee satisfaction.
• Define workflows, service channels and escalation pathways.
• Define and manage service standards, SLAs, KPIs, quality metrics and employee satisfaction indicators. Identify, prioritize and partner with HR Technology to implement automation opportunities that enhance efficiencies and elevate the employee experience.
• Embed AI driven automation and workflows to reduce manual effort and improve responsiveness.
• Ensure consistent Knowledge Management, case handling practices and service execution across countries within EMEA.
• Identify, prioritize and partner with HR Technology to implement automation opportunities that enhance efficiencies and elevate the employee experience.
• Monitor adoption, performance, and measurable value realization of continuous improvement initiatives. 
• Define and track performance metrics including service levels, first-contact resolution, case aging, cost to serve automation and employee satisfaction.
• Establish governance frameworks for service operations with COEs and the business.
• Partner with HR Centres of Excellence and HR Business Partners to align service delivery with evolving business priorities.
• Contribute to broader HR Transformation initiatives.

What You Need

• Success in this role requires a passion for operational excellence as well as customer centricity as demonstrated by:
• 8-10 years of progressive HR operations, shared services, or service delivery leadership experience with regional scope. Bachelor’s degree in human resources, Management, Business, or other related fields
• Deep experience in driving cost, quality, and business outcomes
• Expertise in managing specific regional processes, employee lifecycle queries, requests management, GDPR
• Experience of working with HRIS systems (Workday / Service Now, AI/Chatbots) and implementing improvements to processes, technology and ways of working collaborating with the appropriate People teams.
• Work with globally-distributed teams across Americas, EMEA, APAC and China.
• Drive automation initiatives that improve efficiency and experience.
• Execution and operational excellence with deep experience and skills in driving cost, quality, and business outcomes.
• Demonstrated aptitude to seek external best practices, industry research and benchmarking to identify and prioritize new sources of value.
• Demonstrated progressive leadership skills in developing high- performing teams.
• Ability to present data and recommendations in a meaningful way.
• Articulate, confident and fluent communication skills.
• Experience in working directly with senior business executives in an advisory capacity.

What is Nice to Have

• Experience in implementing ServiceNow.
• Experience in starting up a regional shared service team.

What Makes You Eligible

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

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
• Access to HARMAN Campus Fitness Center and Cafeteria
• An inclusive and diverse work environment that fosters and encourages professional and personal development