Director, P&D Delivery Operations

Job description

Director, P&D Delivery Operations The Company NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D. Role Overview The Director, P&D Delivery Operations, is responsible for leading the delivery, governance, and continuous improvement of People & Development operational services across the employee lifecycle, from post-onboarding through retirement or separation. The role oversees the execution of core HR operational processes and services, ensuring a seamless, compliant, efficient, and employee-centric experience throughout the employment journey. The Director will lead a global team responsible for employee lifecycle administration, employee data management, leave and absence administration, employee movements, compliance and documentation management, HR case management, and offboarding services. The role partners closely with HR Business Partners, Centers of Excellence, Talent Supply Chain, Payroll, Legal, Compliance, and Technology teams to deliver high-quality services while driving operational excellence and transformation. Key Responsibilities Employee Lifecycle Operations Leadership • Lead all operational activities supporting employees from post-onboarding through retirement or separation. • Ensure consistent delivery of high-quality HR operations services across all supported geographies and business units. • Establish service delivery standards, operating procedures, and governance frameworks. • Drive operational excellence while balancing employee experience, compliance, and efficiency. Service Delivery Management • Own service performance across assigned H2R operational teams. • Establish and monitor service level agreements (SLAs), key performance indicators (KPIs), quality standards, and customer satisfaction metrics. • Drive accountability for operational outcomes, issue resolution, and service improvements. • Lead service reviews and business governance forums with key stakeholders. Employee Data & Workforce Administration • Oversee employee data management processes and workforce administration activities. • Ensure accuracy, integrity, and compliance of employee records across HR systems. • Govern employee lifecycle transactions including: o Job changes o Organizational changes o Location changes o Manager changes o Employment status changes o Employee documentation administration Leave, Absence & Employee Support Operations • Lead administration and operational support for leave and absence programs. • Oversee Tier 2 and Tier 3 HR case management and escalated employee inquiries. • Ensure timely and accurate resolution of employee lifecycle requests. Offboarding & Retirement Administration • Lead retirement, resignation, termination, and offboarding processes. • Ensure a compliant and consistent separation experience across all regions. • Partner with Payroll, Legal, Compliance, and business stakeholders to ensure seamless employee exits. Operational Excellence & Transformation • Drive continuous process improvement initiatives focused on simplification, standardization, automation, and digitization. • Identify opportunities to enhance employee experience, reduce cycle times, improve service quality, and optimize costs. • Champion technology adoption and AI-enabled service delivery capabilities. • Lead operational transformation initiatives across the H2R service portfolio. Risk, Compliance & Controls • Ensure adherence to employment regulations, internal policies, data privacy requirements, and control standards. • Maintain strong operational governance and audit readiness. • Identify and mitigate operational and compliance risks proactively. Stakeholder Management • Develop strong partnerships with: o HR Business Partners o Centers of Excellence o Talent Supply Chain teams o Payroll Operations o Technology teams o Legal and Compliance functions • Serve as a trusted advisor on HR service delivery strategy and operational capabilities. People Leadership • Lead and develop a team of operations leaders and HR professionals. • Foster a culture of accountability, inclusion, customer focus, innovation, and continuous learning. • Drive talent development, succession planning, and organizational effectiveness across the operations function. Scope In Scope • Employee Lifecycle Administration (Post-Onboarding) • Employee Data Management • Employee Changes & Workforce Administration • Leave & Absence Administration • HR Case Management (Tier 2/Tier 3) • Compliance & Documentation Management • Employee Relations Administrative Support • Retirement Administration • Offboarding & Separation Management • Service Delivery Governance • Operational Excellence & Continuous Improvement Out of Scope • Tier 1 Employee Support • Talent Acquisition Operations • Recruiting Operations • Workforce Planning Operations • Candidate Management • Pre-Employment Processes • Onboarding • Talent Supply Chain • Payroll Operations Qualifications • Bachelor's degree in Human Resources, Business Administration, or related discipline. • Master's degree preferred. • 12-15+ years of experience in HR Operations, Shared Services, Global Business Services, or Employee Services. • Minimum 5 years of leadership experience managing large-scale HR operational teams. • Demonstrated experience leading global employee lifecycle operations and service delivery organizations. • Proven track record in transformation, operational excellence, process improvement, and service management. Critical Success Factors • Deep expertise in post-hire employee lifecycle operations. • Exceptional service delivery and operational leadership. • Strong stakeholder management and executive communication skills. • Experience leading global teams through transformation and change. • Data-driven decision making and continuous improvement mindset. • Ability to balance employee experience, compliance, quality, and efficiency.