Harman

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 Tier 2 Team Leader is responsible for overseeing complex employee lifecycle service delivery across the designated region. This role manages a team of Tier 2 Specialists and Subject Matter Experts who support escalated, policy‑intensive, and country‑specific HR processes. The Tier 2 leader ensures high‑quality resolution of advanced cases, drives consistent process execution, and partners closely with HR Business Partners, COEs, and Tier 1 teams to support seamless service delivery.

This position plays a key role in strengthening regional HR service capability through process governance, compliance management, continuous improvement, and leveraging technology to enhance efficiency and accuracy.

Your Team

You will report to the Regional People Capability Centre Hub Leader and lead a team of Tier 2 Specialists/SMEs accountable for country‑specific and complex HR processes. Your team will manage escalated queries, investigative requests, data uploads, technical trouble shooting, workday support, Reporting and specialized service lines including Benefits Operations, Onboarding, Offboarding, Compliance, and other regulated or high‑complexity activities.

You will work closely with Tier 1 Team Leaders, 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 Will Do

Lead Tier 2 delivery across the designated region, overseeing complex employee lifecycle activities and escalated case management.

Manage specialists and SMEs across key Tier 2 service lines including, but not limited to:

• Benefits Operations
• Plant employees Onboarding
• Offboarding processes
• Compliance & regulatory processes
• Data uploads, Data management, Reporting.
• Local policy‑driven exceptions
• Case escalations and investigations from Tier 1
• Ensure 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 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 COEs to ensure policy adherence and correct 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 pathways, and approval chains.
• Collaborate with HR Technology to leverage automation, AI, and workflow optimization for improved efficiency and accuracy.

Collaboration & Stakeholder Management

• Act as a subject matter escalation point for Tier 1, COEs, and HR Business Partners.
• Partner closely with Tier 1 leaders to ensure clear handoffs, consistent knowledge content, and correct case routing.
• Provide insights to COEs for 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, case cycle time, first‑time accuracy, and employee experience outcomes.
• Lead continuous improvement initiatives to simplify processes, reduce manual work, and enhance service quality.
• Promote operational maturity and elevate Tier 2 capabilities year‑over‑year.

People Leadership:

• Coach, mentor, and develop Tier 2 Specialists and SMEs to build deep functional expertise.
• Foster a culture of accountability, quality, and continuous learning within the Tier 2 team.

What You Need

• 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.
• Bachelor’s degree in Human Resources, Business, Management, or a related field.
• 8–10 years of HR operations or shared services experience, with demonstrable exposure to Tier 2 or SME‑level HR service delivery.
• 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 confidence in engaging senior partners.
• Proven leadership experience managing specialists or SMEs in a service delivery environment.

Nice to Have

• 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 Makes You Eligible

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