Senior Director, People Operations

PTC Software (India) Private Limited; Kalyani Nagar; Hybrid; INR 1,500,000 - 2,100,000; Full time

Job summary

PTC Software (India) Private Limited is seeking a Sr Director, People Operations (Shared Services) to lead the Pune-based HR Services Delivery. You will shape the global HR Shared Services strategy, standardise processes, and partner with regional teams to deliver world-class employee experiences.

You will oversee talent development, governance, and budgeting while partnering with IT and business leaders to implement Workday HCM, automation, and AI-enabled self-service across regions.

Qualifications

• 15+ years in People Operations, incl. 8+ years leading HR operations or shared services for a multinational.

Responsibilities

• Define and execute the multi-year vision and roadmap for global People Operations shared services.
• Lead Pune-based HR services delivery across hire-to-retire for regions.
• Build and coach a high-performing team with succession planning.
• Design operating models with tiered service and in-house vs partner delivery.
• Own end-to-end HR services across onboarding, data changes, contracts, mobility, leave, offboarding, and verification.
• Run a tiered service model with SLAs and KPIs; drive customer satisfaction.
• Partner with Payroll, Benefits, Finance and external vendors for accurate inputs/outputs.
• Drive continuous improvement with Lean Six Sigma; reduce cycle times and cost per employee.
• Co-own HR technology roadmap (Workday HCM, case management) with IT.
• Lead automation and AI-enabled self-service to increase first-contact resolution.
• Ensure data integrity, reporting quality, and analytics for leadership.
• Govern HR processes for compliance with GDPR, DPDP, SOX; lead audits.
• Manage vendor contracts, performance reviews, and budgets.
• Lead global programmes (system implementations, M&A, country entry).
• Build relationships with global leaders and communicate performance clearly.

Skills

Global HR operations management

People management

Cross-functional leadership

Data-driven decision making

Process re-engineering

Automation

Stakeholder management

Lean Six Sigma

Education

Bachelor’s degree in HR/Business

Lean Six Sigma Green Belt or higher

MBA or related certification (HR/Digital HR Transformation/People Analytics)

Tools

Workday HCM

ServiceNow

Salesforce

Job description

Sr Director, People Operations (Shared Services) PTC | Pune, India | Global HR Shared Services | Hybrid Lead PTC’s global People Operations shared services from Pune, delivering accurate, compliant and effortless HR services to 7,000+ employees worldwide.

About PTC PTC is a global software company whose CAD, PLM, ALM and SLM solutions help industrial companies design, make and service products. With more than 7,000 employees worldwide, we are building a connected, inclusive culture where people do their best work.

The opportunity As Sr Director, People Operations (Shared Services), you will own the engine room of the employee experience. You will lead the Pune-based team that delivers HR services from hire to retire to employees and managers in every region, and you will shape how PTC scales People operations through standardisation, automation and data. You will work closely with the global People leadership team, HR Business Partners, Centers of Excellence, IT, Finance and Legal.

Function: People Operations / Human Resources

Location: Pune, India (hybrid, per PTC workplace policy)

Reports to Global People leadership (VP / Chief People Officer organisation)

Team: Senior managers and managers across HR Service Delivery, HR Operations, HRIS and Data, and Mobility and Onboarding Operations

Scope: Global: Americas, EMEA and APAC

Travel: Occasional, about 10–15%

What you will do

Strategy and leadership Define and execute the multi-year vision and roadmap for global People Operations shared services, aligned to PTC’s business and People strategy.

Serve as the senior People leader at the Pune site, representing the function in global leadership forums and site governance.

Build, coach and develop a high-performing, multi-layered team, and plan succession and capability across the function.

Design the operating model (tiered service, follow-the-sun coverage, in-house vs partner delivery) and the business case for changes to it.

Service delivery and operational excellence Own end-to-end delivery of HR services across the employee lifecycle: onboarding, employee data changes, contracts and letters, mobility, leave and absence, offboarding and employment verification.

Run a tiered service model (self-service, Tier 1/2 case handling, escalation to Centers of Excellence) with clear SLAs, KPIs and customer-satisfaction targets.

Partner with Payroll, Benefits, Finance and external vendors to ensure accurate, on-time inputs and outputs across all countries.

Drive continuous improvement with Lean Six Sigma methods: remove root causes of repeat contacts, reduce cycle times and lower cost per employee served.

HR systems, data and automation Co‑own the HR technology roadmap (Workday HCM, case management and knowledge tooling) with People Technology and IT.

Lead process standardisation, workflow automation and AI‑enabled self‑service to raise the share of issues resolved without an agent.

Safeguard data integrity and reporting quality, and deliver operational and workforce analytics to People leadership and the business.

Governance, risk and compliance Ensure HR processes comply with employment law, data privacy (including GDPR and India’s DPDP Act), SOX and internal‑audit requirements across regions.

Maintain policies, procedures, controls and documentation; lead internal and external audits and close findings.

Manage vendor and BPO relationships, contracts, performance reviews and budgets.

Transformation and stakeholder partnership Lead large global programmes, including system implementations, M&A integration, new‑country entry and organisational change, in partnership with HRBPs and Centers of Excellence.

Build trusted relationships with global People leaders, regional HR heads and business leaders, and communicate performance and insights clearly.

Own the function’s budget, headcount plan and cost‑to‑serve targets.

What you bring

Required

• 15+ years of progressive experience in People Operations, including at least 8 years leading HR operations or shared services for a multinational, ideally in software, technology or another high‑growth industry.
• 10+ years of progressive people management experience, with a proven record of leading large, multi‑site and multi‑country teams (50+ people, including managers of managers) delivering to global SLAs.
• Hands‑on Workday experience (a must), with deep expertise in end‑to‑end HR processes and case management tools such as ServiceNow or Salesforce.
• SuccessFactors or Oracle exposure is a plus.
• Demonstrated success in process re‑engineering, automation and digital transformation, with measurable gains in service quality, employee experience and cost.
• Strong working knowledge of global employment regulations, data privacy and controls (GDPR, India DPDP Act, SOX), including audit readiness.
• Experience managing vendors and outsourcing or BPO partners, including contracts, service credits and governance.
• Strong financial and analytical skills: budgeting, cost‑to‑serve modelling, dashboards and KPI‑led management.
• Bachelor’s degree in HR, Business or a related field, plus Lean Six Sigma Green Belt certification or higher.
• Preferred Postgraduate degree (MBA, or an MA in HR, Digital HR Transformation or People Analytics) or relevant certification (SHRM‑SCP, SPHR, CIPD, Lean Six Sigma Black Belt, ITIL or PMP).
• Experience standing up or scaling a global capability centre or shared services centre in India.
• Hands‑on exposure to AI, chatbots and employee self‑service platforms in HR delivery.
• Experience supporting M&A integrations and new‑entity set‑ups.
• Comfort working across time zones with stakeholders in North America, Europe and Asia‑Pacific.

Preferred

• Hands‑on exposure to AI, chatbots and employee self‑service platforms in HR delivery.
• Experience supporting M&A integrations and new‑entity set‑ups.
• Comfort working across time zones with stakeholders in North America, Europe and Asia‑Pacific.

Skills and leadership strengths

Metrics‑led management: sets measurable goals and tracks KPIs, SLAs and dashboards, because what gets measured gets improved.

Continuous improvement: applies Lean Six Sigma to simplify HR processes, cut manual effort and reduce cost.

HR process automation: automates high‑volume HR operations while protecting data accuracy and compliance.

Digital HR transformation and People Analytics: uses data and technology to improve decisions, service quality and the employee experience.

Employee‑centric service design: builds processes around end‑user experience and satisfaction.

Building world‑class delivery teams: hires, coaches and empowers teams to deliver seamless HR services.

Complex project leadership: steers multi‑stakeholder, cross‑functional programmes from scoping to results.

Culture of innovation, collaboration and inclusion: empowers HR teams and the wider business to reach operational excellence.

Influence and change leadership: engages executives, HR partners and employees with clarity across cultures, and brings people along through automation and new ways of working.

Integrity and accountability: handles sensitive data and decisions with discretion and ownership.

How success is measured

In your first 12–18 months, success will be measured by:

• Rection SLA attainment across HR service tiers Sustained at or above target
• Employee and manager satisfaction with HR services (CSAT / eNPS for services)
• Improving year on year Share of inquiries resolved through self‑service or automation
• Increasing Cost per employee served and cost‑to‑serve
• Decreasing Data accuracy and audit outcomes No significant findings
• Team engagement, attrition and bench strength Healthy engagement, low regretted attrition
• Targets will be agreed with the global People leadership team within your first 90 days.

Equal opportunity

PTC is an equal opportunity employer. We consider all qualified applicants without regard to race, colour, religion, gender, gender identity, sexual orientation, national origin, age, disability, or any other characteristic protected by applicable law. We will provide reasonable accommodations for candidates during the recruitment process on request.

Life at PTC

Life at PTC is about more than the job: a collaborative, inclusive culture, a chance to shape how a global technology leader serves its people, and the opportunity to work with passionate colleagues around the world. Life at PTC is about more than working with today’s most cutting‑edge technologies to transform the physical world. It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you. If you share our passion for problem‑solving through innovation, you’ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us? We respect the privacy rights of individuals and are committed to handling Personal Information responsibly and in accordance with all applicable privacy and data protection laws. Review our Privacy Policy here. PTC is a global software company powering how products are designed, built, serviced, and operated across industries like Aerospace & Defense, Industrial, Automotive, MedTech, Electronics, and High Tech. We are bold thinkers who collaborate as one team to deliver meaningful customer outcomes. Grounded in our values-Customers Matter, PTC for All, Team PTC, Purposeful Innovation, and Be Bold, we're shaping a smarter, more sustainable, connected future.