HR Delivery Consulting Head, Director
Citi
Mumbai, Maharashtra, India
Full-Time
Competitive
OfficeDirector
At Citi, we get to connect millions of people across hundreds of cities and countries every day. And we've been doing it for more than 200 years. We do this through our unparalleled global network. We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help them meet their biggest opportunities and face the world's toughest challenges.
Job Overview
The HR Delivery Consulting Head is a senior leadership role responsible for leading multiple HR Consulting teams that provide HR guidance to managers and employees across the organization. This role ensures consistent, high-quality coaching and guidance services; drives HR operational excellence; and oversees service performance metrics including KPIs, SLAs, customer satisfaction, and continuous process improvement.
The position requires strong expertise in HR delivery & collaboration with multiple teams in HR. This leader will shape the HR Consulting framework, enhance the employee and manager experience, and ensure HR services are aligned with organizational priorities.
Key Responsibilities
Strategic Leadership & Governance
Develop and execute the overall strategy for HR Consulting
Establish strategic plans for multiple teams to deliver consistent, scalable, and HR consulting services
Drive integration of HR Consulting with HR Disciplines, HR Business Partners, HR Delivery Pillars, and regional/global HR teams.
Serve as the escalation point for complex people issues, ensuring balanced risk, compliance, and business impact considerations.
HR Consulting & Service Delivery Excellence
Oversee delivery of guidance to managers and employees on concerns or inquiries related to employee life cycle matters, policy interpretation, performance management organizational changes, workforce programs, termination actions, and other HR matters.
Maintain high-quality service delivery standards by defining, monitoring, and improving operating procedures and workflows.
Partner with legal, compliance, and risk teams to ensure adherence to regulatory and company requirements.
Partner with HR Advisors / HR Business Partners in resolving concerns which may have involvement of managers within their population or initiatives for of the Business / Functions they are supporting.
Metrics, Insights & Continuous Improvement
Own and manage service delivery performance indicators (KPIs, SLAs, customer satisfaction, quality audits). Team will be measured on Quality and Timeliness of Response through feedback from employees/managers and TAT.
Use data and insights to improve HR processes, customer experience, and operational efficiencies.
Lead reengineering initiatives to streamline processes, reduce friction, and enhance end-to-end service delivery within HR Consulting.
Implement root-cause analysis and action plans for escalations, service breakdowns, or recurring issues
People Leadership & Organizational Capability Building
Lead, coach, and manage multiple HR Consulting teams supporting employees of Citi globally. Teams will be located across different Talent Centers and in country
Oversee workforce planning, hiring, employment decisions, performance evaluations, coaching, talent development, for HR Consultants and Senior Consultants.
Develop the team’s consulting, analytical, and client management capabilities to elevate service quality.
Foster a high-performance culture based on accountability, collaboration, customer focus, and operational excellence.
Stakeholder & Relationship Management
Build strong relationships with business leaders and managers to understand organizational needs and provide best in class HR support.
Partner closely with HR Advisors/Business Partners to support organizational design, talent strategies, and people initiatives.
Ensure HR’s reputation as a trusted advisor and value-adding function through proactive engagement and solution-oriented support.
Risk, Controls & Compliance
Ensure all advisory activities meet internal policies, audit requirements, and external regulatory standards.
Promote an ethical culture that upholds compliance, transparency, and sound risk management practices.
Effectively supervise teams in applying appropriate judgment and maintaining company standards.
Qualifications & Experience
~15+ years of progressive HR experience, including HR Consulting/Generalist leadership roles.
Experience leading multi-team, multi-location HR operations or advisory groups.
Strong knowledge across multiple HR disciplines (employee relations, performance management, organizational design, policy, HR operations).
Demonstrated success managing KPIs, quality metrics, customer satisfaction, and service delivery operations.
Excellent stakeholder management and communication skills, including managing senior leaders.
Ability to navigate complex issues requiring conceptual analysis and sound judgment.
Preferred
Experience in a large, matrixed, or multinational company.
Background working with Global HR Shared Services
Strong data literacy and experience with HR analytics and service management tools.
Competencies
Strategic Thinking & Problem Solving
People Leadership & Talent Development
Customer Focus & Service Excellence
Data-Driven Decision Making
Risk, Compliance & Ethical Judgment
Collaboration & Influencing
Change Leadership
Operational Efficiency & Process Improvement
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