Director, People Services

Otsuka Pharmaceutical Co., Ltd.•Princeton, NJ

2d•$169,222 - $253,000

About The Position

The Director, People Services provides strategic and operational leadership for the People Services department, responsible for service delivery, governance, operational excellence, and developing capabilities to meet employee and business needs. 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, partnering with HR Business Partners, Centers of Excellence, HRIS, IT, and business leaders. The Director also helps evaluate and expand operational support capabilities across HR Operations, with an emphasis on employee experience, continuous improvement, and organizational agility. The position leads service transformation, operational improvement, technology enablement, and the development of future-state service delivery models. It builds and develops a high-performing team and promotes collaboration across HR and business stakeholders. Travel may be required up to 10% based on business needs.

Requirements

Bachelor's degree in Human Resources, Business Administration, or a related field, or equivalent experience.
10+ years of progressive HR Operations, Shared Services, People Services, or Service Delivery leadership experience.
5+ 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 that leverage 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 People Services 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.
Lead and oversee 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.
Oversee 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 strategy, governance, and performance management of People Services vendors and outsourcing partners.
Evaluate vendor relationships, service delivery models, costs, and sourcing opportunities involving insourcing, outsourcing, and automation.
Monitor vendor service performance, contractual obligations, service levels, and operational outcomes.
Partner with Workforce Intelligence to define dashboards, KPIs, reporting needs, and operational insights.
Use data and analytics to identify trends, opportunities, risks, and areas for improvement, and promote data-informed decision-making.
Establish governance for People Services content, knowledge articles, FAQs, and support materials; ensure accuracy, consistency, and regulatory compliance.
Drive self-service adoption, knowledge management maturity, and improvements to employee and manager experience.
Lead transformation initiatives involving automation, AI enablement, workflow optimization, and operational efficiency.
Evaluate emerging technologies and industry practices; develop business cases and implementation strategies for future-state improvements.
Partner with HRIS, IT, and stakeholders to implement technology-enabled solutions that improve service delivery, experience, and efficiency.
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 across the People Services organization.
Lead organizational change related to service delivery transformation and operating model evolution, and promote collaboration across HR and business stakeholders.