P&O Ops Service Delivery Lead (Japan)
Sandoz · Japan
Job Description Summary
The P&O OPS Service Delivery Lead (Japan) is responsible for leading end-to-end P&O Operations across Japan, ensuring service excellence, compliance, operational stability, and a seamless employee experience. The role oversees Payroll, Time & Attendance, Hire-to-Retire (H2R), Benefits, Employee Lifecycle Services, and Service Management while aligning global and regional strategies with local business and regulatory requirements. The position is accountable for service performance, governance, vendor management, transformation initiatives, financial stewardship, and the development of a high-performing operations team.Job Description
Key Accountabilities
1. Strategic Leadership & Service Delivery
- Lead the P&O Operations strategy and service delivery model for Japan.
- Translate global and regional priorities into effective country execution.
- Drive operational excellence through standardization, automation, continuous improvement, and a strong service-oriented culture.
- Represent P&O Service Delivery in country leadership and governance forums.
2. Service Performance, Compliance & Risk Management
- Ensure delivery of services in line with SLAs, KPIs, compliance requirements, and global standards.
- Monitor and improve operational performance, employee experience, and service quality.
- Ensure compliance with Japanese labor, payroll, tax, benefits, and data privacy regulations.
- Lead audits, risk management, controls, issue resolution, and operational readiness for organizational and system changes.
3. Vendor & Stakeholder Management
- Lead governance and performance management of external service providers.
- Drive vendor accountability, service improvement, cost optimization, and risk mitigation.
- Partner with Country P&O, Finance, Legal, Compliance, Procurement, D&T, and business leaders to ensure effective service delivery and governance.
4. Transformation & Digital Enablement
- Lead operational transformation and process improvement initiatives.
- Drive adoption and optimization of Workday, ServiceNow, payroll platforms, automation, AI-enabled solutions, and self-service capabilities.
- Support global harmonization efforts while enhancing efficiency, compliance, and employee experience.
5. Financial & Resource Management
- Manage budgets, workforce planning, and resource allocation to meet operational and business priorities.
- Drive productivity, efficiency, and cost optimization initiatives while supporting future operating model requirements
6. People Leadership & Capability Building
- Lead, coach, and develop a high-performing P&O Operations team.
- Foster a culture of accountability, collaboration, innovation, continuous improvement, and employee engagement.
- Drive talent development, succession planning, and capability building.
Key Performance Indicators
- Service performance (SLA/KPI attainment)
- Employee experience and satisfaction
- Payroll accuracy and compliance
- Audit, risk, and control effectiveness
- Vendor performance and governance
- Automation, continuous improvement, and transformation delivery
- Budget performance and cost optimization
- Team engagement and capability development
Qualifications & Experience
- Bachelor's degree in HR, Business, Finance, or a related field; advanced degree or HR certification preferred.
- 10+ years of HR Operations, Payroll, Shared Services, or Service Delivery experience.
- 5+ years of people leadership in multinational or matrix environments.
- Strong expertise in Payroll, Time Management, H2R, Benefits, and HR Service Delivery.
- Deep understanding of Japanese employment, payroll, tax, and benefits regulations.
- Experience leading operational transformations and managing outsourced service providers.
- Fluent in Japanese and English, with strong stakeholder management and influencing skills.
- Experience working across global, cross-cultural organizations.
Skills & Competencies
- Strategic leadership and business acumen
- Service excellence and customer focus
- Stakeholder management and influencing
- Vendor governance and commercial acumen
- Compliance, risk management, and controls
- Workforce planning and talent development
- Change leadership and transformation management
- Data-driven decision making and performance management
- Executive communication and presentation skills
- Ability to lead through complexity and ambiguity Innovation, continuous improvement, and accountability
Equal Opportunity
Sandoz is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing a work environment free of discrimination and harassment. All employment decisions at Sandoz are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Sandoz will not tolerate discrimination or harassment based on any of these characteristics.
Skills Desired
Curiosity, Employee Relationship Management (Erm), Hr Administration, HRIS (Human Resource Management System), Hr Operations (Hr Ops), Hr Policies, HR Service Delivery, Human Resource Management System, Human Resources (HR), Labour Law, Life Insurance, Organizational Development (OD), Payroll, Resource Allocation, Sdm, Service Delivery Framework, Strategic Human Resources Leadership, Talent Development, Talent Management