Head of Consumer Business & Operations

Overview

Lead the Consumer Business & Operations organization within USBIPL, owning strategy, operations, financial performance, transformation, risk and talent for consumer banking, lending, payments and fraud work delivered from Chennai.

What you'll do

• Develop and execute the strategy for Consumer Business & Operations within USBIPL, aligned with enterprise priorities and business line objectives.
• Partner with senior leaders across CBBP, Consumer & Small Business Payments, CBBO, and Fraud Operations to identify opportunities to expand and optimize work delivered through Chennai.
• Establish near-term tactical priorities and a multi-year roadmap to increase GCC penetration, capability depth, organizational scale, and business impact.
• Position USBIPL as a strategic partner by developing compelling business cases and demonstrating measurable value to enterprise stakeholders.
• Lead large-scale operations supporting consumer banking, lending, payments, fraud, servicing, and related transaction-oriented functions.
• Establish a culture of operational excellence through strong governance, metric discipline, performance management, and clear accountability.
• Drive performance across productivity, quality, customer experience, turnaround time, capacity utilization, service levels, risk indicators, and financial outcomes.
• Use data and operational insights to identify performance opportunities, prioritize actions, and make timely decisions.
• Ensure operational resiliency, scalability, and business continuity while supporting growth objectives.
• Own the financial performance of the Consumer Business & Operations organization within USBIPL.
• Develop and manage annual operating plans, budgets, workforce strategies, and headcount plans aligned to business growth objectives.
• Ensure disciplined management of operating expenses, investments, and resource allocation across the organization.
• Understand and actively manage the operational and financial levers that influence performance, including productivity, capacity utilization, automation, workforce mix, service levels, and location economics.
• Establish robust forecasting, workforce planning, financial reporting, and governance routines to drive transparency and accountability.
• Deliver efficiency improvements while balancing customer experience, operational performance, talent investment, growth, and risk management.
• Lead the transformation agenda for Consumer Business & Operations within USBIPL in alignment to the broader business strategy.
• Drive initiatives leveraging automation, artificial intelligence, digital capabilities, analytics, and process reengineering.
• Move beyond incremental continuous improvement to identify and execute larger, enterprise-level transformation opportunities.
• Partner with Technology, Data, Product, and Operations leaders to modernize workflows and improve business outcomes.
• Build a prioritized pipeline of initiatives that improve customer experience, productivity, scalability, risk management, and operational effectiveness.
• Establish and maintain a strong first-line risk management culture across all functions supported from Chennai.
• Ensure compliance with applicable regulatory requirements, enterprise policies, audit standards, and operational control frameworks.
• Proactively identify operational risks and establish sustainable preventive and detective controls.
• Partner closely with Risk Management, Compliance, Legal, and Audit to strengthen governance, issue management, and risk oversight.
• Embed risk awareness, control discipline, and accountability into day-to-day operational management and decision-making.
• Build trusted relationships with senior business, operations, risk, technology, product, and finance leaders across U.S. Bank.
• Influence decisions through data-driven insights, business cases, and strategic recommendations.
• Lead cross-functional initiatives requiring alignment across businesses, functions, and geographies.
• Act as a connector across teams to remove barriers, accelerate execution, and deliver enterprise outcomes.
• Establish governance forums and operating routines that foster transparency, accountability, and collaboration.
• Build and lead a high-performing organization capable of supporting current and future business needs.
• Be a talent magnet who attracts, develops, and retains strong talent across operations, transformation, analytics, and leadership roles.
• Drive employee engagement and foster an inclusive culture grounded in collaboration, accountability, and continuous learning.
• Champion succession planning, leadership development, workforce capability building, and internal mobility.
• Serve as a cultural ambassador for U.S. Bank, ensuring its values, leadership expectations, and customer-focused culture are consistently reflected within USBIPL.
• Champion a customer-first mindset across all supported functions.
• Ensure operational strategies and decisions improve outcomes for customers and business partners.
• Drive measurable improvements in service quality, customer experience, and process effectiveness.
• Balance customer experience with operational efficiency, financial performance, risk management, and business growth objectives.

Nice to have

• Leadership experience managing large-scale banking operations.
• Deep experience in U.S. Consumer Lending and Operations.
• Demonstrated domain expertise in at least one major consumer product, such as mortgages, credit cards, auto lending.
• Proven experience leading multiple operational areas, including fulfillment; servicing, payments, fraud, lending operations or business banking.
• Experience working within a Banking GCC or Global Capability Center environment.
• Good understanding of banking regulations, operational risk frameworks, control environments, and compliance requirements.
• Demonstrated success identifying, transitioning, scaling, and transforming GCC capabilities through strategic stakeholder engagement.
• Experience leading large-scale transformation involving automation, AI, process reengineering, analytics, and digital modernization.
• Strong financial management experience, including budget ownership, workforce planning, headcount management, resource allocation, forecasting, and business case development.
• Demonstrated ability to understand and manage the key operational and financial drivers of performance while balancing growth, efficiency, customer experience, and risk outcomes.
• Exceptional communication, collaboration, influencing, and executive stakeholder management capabilities.

Details

• Location: Chennai, India.
• Posting may be closed earlier due to high volume of applicants.