Director, People Services

Otsuka•Princeton, NJ

19h

About The Position

The Director, People Services provides strategic and operational leadership for Otsuka’s People Services department, with responsibility for service delivery, governance, operational excellence, and the continued evolution of People Services capabilities. The role defines and executes a modern hybrid service delivery model balancing internal capabilities, digital solutions, and strategic outsourcing. It oversees service delivery, workforce administration, vendor governance, knowledge management, and process excellence, while partnering with HR Business Partners, Centers of Excellence, HRIS, IT, and business leaders. The Director also evaluates and expands operational support capabilities across HR Operations, with a focus on employee experience, continuous improvement, and organizational agility. The role leads People Services strategy and operations, including workforce administration, employee lifecycle support, service performance, operational controls, vendor relationships, metrics and analytics, knowledge content, and self-service adoption. It drives transformation through automation, AI enablement, workflow optimization, technology, and process improvement. The Director develops a high-performing team, leads change related to service delivery and operating models, and promotes collaboration across HR and business stakeholders. The position requires up to 10% travel based on business needs. The stated U.S. pay range is $169,222 to $253,000, plus incentive opportunity; actual pay may depend on experience, skills, and internal comparisons.

Requirements

Bachelor’s degree in Human Resources, Business Administration, or a related field, or equivalent experience.
10 or more years of progressive HR Operations, Shared Services, People Services, or Service Delivery leadership experience.
5 or more years of people leadership experience.
Demonstrated experience leading HR service delivery organizations, shared services functions, or workforce administration operations.
Experience managing outsourced service providers and vendor relationships.
Strong knowledge of workforce administration, employee lifecycle processes, and HR operational best practices.
Experience leading process transformation, operating model redesign, or HR transformation initiatives.
Experience with Workday, ServiceNow, or similar enterprise HR platforms.
Strong analytical, problem-solving, and organizational skills.
Excellent communication, stakeholder management, and influencing skills.

Nice To Haves

Experience implementing automation, AI-enabled service delivery, HR technology solutions, or employee self-service capabilities.
Experience leading hybrid service delivery models using both internal and outsourced resources.
SHRM-CP, SHRM-SCP, or equivalent HR certification.
Lean, Six Sigma, or continuous improvement certification.

Responsibilities

Define and execute the People Services operating model strategy in alignment with business and HR priorities.
Lead the evolution of the department through process standardization, operational excellence, automation, and technology enablement.
Establish governance frameworks and service delivery standards, and identify opportunities to improve efficiency, scalability, and service quality.
Partner with HR leadership to develop future-state service delivery capabilities and operating models.
Oversee People Services operations supporting employees, managers, HR Business Partners, and Centers of Excellence.
Ensure effective delivery of workforce administration, employee lifecycle support, employee inquiries, and operational services.
Oversee service performance, service levels, operational metrics, employee experience measures, quality controls, and continuous improvement processes.
Oversee workforce administration processes, including employee lifecycle transactions, position management, organizational changes, workforce data management, and reporting.
Ensure data integrity and process compliance, and establish governance and accountability for operational processes and controls.
Partner with HRIS and IT to improve workflows, automation, and service delivery capabilities.
Partner with Centers of Excellence to identify, assess, and transition appropriate operational activities to People Services.
Lead vendor and outsourcing partner strategy, governance, and performance management; monitor service performance, contractual obligations, service levels, and operational outcomes.
Evaluate vendor relationships, service delivery models, costs, and sourcing choices involving insourcing, outsourcing, automation, and optimization.
Partner with Workforce Intelligence to define dashboards, KPIs, reporting needs, and actionable operational insights.
Use data and analytics to identify trends, opportunities, risks, and process improvements, and promote data-informed decision-making.
Establish governance for People Services content, knowledge articles, FAQs, and support materials, ensuring accuracy, consistency, and regulatory compliance.
Drive self-service adoption, knowledge management maturity, and improvements to employee and manager experience.
Lead service transformation initiatives involving automation, AI enablement, workflow optimization, and operational efficiency.
Evaluate emerging technologies and industry practices, develop business cases and implementation strategies, and partner with stakeholders to implement technology-enabled solutions.
Foster continuous improvement, accountability, and innovation.
Build and develop a high-performing team through coaching, mentoring, succession planning, and talent development.
Create career paths and capability-building opportunities, lead organizational change related to service transformation, and promote collaboration across HR and business stakeholders.