Key skills
ServiceNowAIWorkdayLeadershipCommunicationRemote Work
About this role
Role Overview
- 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.
Requirements
- 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.
Tech Stack
- ServiceNow
Benefits
- 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