Director, P&D Delivery Operations

Director, PD 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 RD.

Role Overview

The Director, PD 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 lifecyc