Director – People Services

Job Summary

The People Services function delivers consistent, high-quality employee support while driving operational effectiveness and continuous improvement across the employee experience. The Director, People Services provides strategic and operational leadership for the department, with responsibility for service delivery, governance, operational excellence, and the continued evolution of People Services capabilities to meet the needs of employees and the business. 

This role is responsible for defining and executing a modern hybrid service delivery model that balances internal capability, digital solutions, and strategic outsourcing. The Director will oversee service delivery, workforce administration, vendor governance, knowledge management and process excellence while partnering closely with HR Business Partners, Centers of Excellence, HRIS, IT, and business leaders. 

The role will also play a key leadership role in evaluating and expanding operational support capabilities across HR Operations.  

The successful candidate will bring a combination of strategic leadership, operational excellence, workforce administration expertise, service delivery management, and transformation experience, with a strong focus on employee experience, continuous improvement, and organizational agility.

Key Responsibilities 

People Services Strategy & Governance 

• Define and execute the People Services operating model strategy, ensuring alignment with business and HR priorities. 

• Lead the evolution of the People Services department through process standardization, operational excellence, automation, and technology enablement. 

• Establish governance frameworks and service delivery standards across People Services. 

• Evaluate and implement opportunities to improve efficiency, scalability, and service quality. 

• Partner with HR leadership to develop future-state service delivery capabilities and operating models. 

Service Delivery & Operations

• Provide leadership and oversight for People Services operations team 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, and employee experience measures.

• Establish and maintain service delivery governance, quality controls, and continuous improvement processes.

• Drive service consistency and operational excellence across supported services.

Workforce Administration

• Oversee workforce administration processes including employee lifecycle transactions, position management, organizational changes, workforce data management, and reporting.

• Ensure data integrity and process compliance across all workforce administration activities.

• Partner with HRIS and IT to improve workflows, automation, and service delivery capabilities.

• Establish governance and accountability for operational processes and controls.

• Partner with COEs to identify, assess, and transition appropriate operational activities to the People Services team in support of a scalable, efficient, and consistent service delivery model.

Vendor Strategy & Governance

• Lead strategy, governance, and performance management of People Services vendors and outsourcing partners.

• Evaluate opportunities to optimize vendor relationships, service delivery models, and associated costs.

• Monitor service delivery performance, contractual obligations, service levels, and operational outcomes.

• Support sourcing decisions related to insourcing, outsourcing, automation, and service delivery optimization.

Data, Analytics & Insights

• Partner with the Workforce Intelligence team to define and leverage meaningful dashboards, KPIs, and operational insights that support a metrics-driven service delivery organization. 

• Collaborate with Workforce Intelligence to identify reporting needs and translate workforce administration and service delivery data into actionable insights. 

• Leverage data and analytics to identify trends, opportunities, risks, and areas for operational and process improvement. 

• Champion a culture of data-informed decision making, using insights to improve service delivery, employee experience, and operational effectiveness.

Knowledge Management & Employee Experience

• Establish governance for People Services content, knowledge articles, FAQs, and service support materials.

• Ensure information accuracy, consistency, and regulatory compliance.

• Drive self-service adoption and knowledge management maturity.

• Continuously improve the employee and manager experience through process simplification and service innovation.

Transformation & Continuous Improvement

• Lead service transformation initiatives focused on automation, AI enablement, workflow optimization, and operational efficiency.

• Evaluate emerging technologies and industry best practices to enhance service delivery.

• Develop business cases and implementation strategies supporting future-state improvements.

• Partner with HRIS, IT, and other stakeholders to identify and implement technology-enabled solutions that improve service delivery, employee experience, and operational efficiency.

• Foster a culture of continuous improvement, accountability, and innovation.

People Leadership

• Build and develop a high-performing team through effective coaching, mentoring, succession planning, and talent development. 

• Create career paths and capability-building opportunities across the People Services organization. 

• Lead organizational change efforts related to service delivery transformation and operating model evolution. 

• Promote collaboration across HR departments and business stakeholders. 

Qualifications

• Bachelor's degree in Human Resources, Business Administration, or 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.

Preferred

• Experience implementing automation, AI-enabled service delivery, HR technology solutions, or employee self-service capabilities.

• Experience leading hybrid service delivery models that leverage both internal and outsourced resources.

• SHRM-CP, SHRM-SCP, or equivalent HR certification.

• Lean, Six Sigma, or continuous improvement certification.

Travel

• Up to 10% travel based on business needs.

Competencies
Accountability for Results - Stay focused on key strategic objectives, be accountable for high standards of performance, and take an active role in leading change.
Strategic Thinking & Problem Solving - Make decisions considering the long-term impact to customers, patients, employees, and the business.
Patient & Customer Centricity - Maintain an ongoing focus on the needs of our customers and/or key stakeholders.
Impactful Communication - Communicate with logic, clarity, and respect. Influence at all levels to achieve the best results for Otsuka.
Respectful Collaboration - Seek and value others’ perspectives and strive for diverse partnerships to enhance work toward common goals.
Empowered Development - Play an active role in professional development as a business imperative.

Minimum $169,222.00 - Maximum $253,000.00, plus incentive opportunity: The range shown represents a typical pay range or starting pay for individuals who are hired in the role to perform in the United States. Other elements may be used to determine actual pay such as the candidate’s job experience, specific skills, and comparison to internal incumbents currently in role. Typically, actual pay will be positioned within the established range, rather than at its minimum or maximum. This information is provided to applicants in accordance with states and local laws.

Company benefits:  Comprehensive medical, dental, vision, prescription drug coverage, company provided basic life, accidental death & dismemberment, short-term and long-term disability insurance, tuition reimbursement, student loan assistance, a generous 401(k) match, flexible time off, paid holidays, and paid leave programs as well as other company provided benefits.

Come discover more about Otsuka and our benefit offerings; https://ah-prod.com/multi/videoplayer/player.html?v=6385356920112.

Join Our Talent Community: Stay connected with Otsuka by joining our Talent Community. Tell us about your interests, and we’ll notify you about future opportunities that align with your background. https://community.hireez.com/cielo-otsuka/82cb3591

Disclaimer: 

This job description is intended to describe the general nature and level of the work being performed by the people assigned to this position. It is not intended to include every job duty and responsibility specific to the position. Otsuka reserves the right to amend and change responsibilities to meet business and organizational needs as necessary. 

Otsuka is an equal opportunity employer.  All qualified applicants are encouraged to apply and will be given consideration for employment without regard to race, color, sex, gender identity or gender expression, sexual orientation, age, disability, religion, national origin, veteran status, marital status, or any other legally protected characteristic.   

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation, if you are unable or limited in your ability to apply to this job opening as a result of your disability.  You can request reasonable accommodations by contacting [email protected]. 

Statement Regarding Job Recruiting Fraud Scams

At Otsuka we take security and protection of your personal information very seriously. Please be aware individuals may approach you and falsely present themselves as our employees or representatives.  They may use this false pretense to try to gain access to your personal information or acquire money from you by offering fictitious employment opportunities purportedly on our behalf.

Please understand, Otsuka will never ask for financial information of any kind or for payment of money during the job application process. We do not require any financial, credit card or bank account information and/or any payment of any kind to be considered for employment. We will also not offer you money to buy equipment, software, or for any other purpose during the job application process. If you are being asked to pay or offered money for equipment fees or some other application processing fee, even if claimed you will be reimbursed, this is not Otsuka. These claims are fraudulent and you are strongly advised to exercise caution when you receive such an offer of employment.

Otsuka will also never ask you to download a third-party application in order to communicate about a legitimate job opportunity. Scammers may also send offers or claims from a fake email address or from Yahoo, Gmail, Hotmail, etc, and not from an official Otsuka email address. Please take extra caution while examining such an email address, as the scammers may misspell an official Otsuka email address and use a slightly modified version duplicating letters.

To ensure that you are communicating about a legitimate job opportunity at Otsuka, please only deal directly with Otsuka through its official Otsuka Career website https://vhr-otsuka.wd1.myworkdayjobs.com/en-US/External.

Otsuka will not be held liable or responsible for any claims, losses, damages or expenses resulting from job recruiting scams. If you suspect a position is fraudulent, please contact Otsuka’s call center at: 800-363-5670. If you believe you are the victim of fraud resulting from a job recruiting scam, please contact the FBI through the Internet Crime Complaint Center at: https://www.ic3.gov,  or your local authorities.

Otsuka America Pharmaceutical Inc., Otsuka Pharmaceutical Development & Commercialization, Inc., and Otsuka Precision Health, Inc. (“Otsuka”) does not accept unsolicited assistance from search firms for employment opportunities.  All CVs/resumes submitted by search firms to any Otsuka employee directly or through Otsuka’s application portal without a valid written search agreement in place for the position will be considered Otsuka’s sole property.  No fee will be paid if a candidate is hired by Otsuka as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.