HR Delivery Leader

Overview

Lead the India HR delivery organisation for U.S. Bank, executing assigned global HR services and India-local HR operations within an operating model set by U.S.-based owners and India HR leadership.

What you'll do

• Build and lead the India delivery organisation within the approved operating model, service catalogue, service levels, KPIs, governance and escalation framework.
• Recommend operating-model, scope and service improvements to the designated accountable owner for approval.
• Build a scalable delivery capability that can support approved workforce growth and service expansion.
• Deliver the global HR services assigned to the India team against approved scope, procedures, controls and service levels, including pre-boarding and onboarding, employee data and HR administration, position and organisation management, employee documentation, offboarding and exits, and approved HR product configuration and support.
• Be accountable for India-local HR operations within delegated authority, including payroll interface and payroll governance, benefits administration, leave and attendance administration, performance and compensation-cycle administration, employee and manager query management, learning administration and delivery support, and recruiting operations and administration.
• Maintain clear hand-offs, escalation paths and accountability between the India delivery team, U.S.-based owners, HR COEs, HRBPs, India HR and business leaders.
• Establish operational excellence disciplines, drive standardisation, simplification and elimination of manual work within approved process and control boundaries.
• Maintain delivery procedures consistent with approved global processes, service standards and country requirements, and develop local work instructions within delegated authority.
• Monitor turnaround time, quality, productivity, backlog, capacity and customer experience; identify root causes and implement corrective action.
• Build and manage a continuous-improvement pipeline using Lean, Six Sigma or comparable methods.
• Partner with designated HR Product and Technology owners to optimise platforms such as Workday and ServiceNow, and execute approved configuration, testing, release and production-support activities within established access, change and release controls.
• Identify opportunities to expand self-service, automate high-volume transactions and queries, and apply AI or workflow automation; provide operational requirements and implement approved solutions.
• Maintain data-quality controls, execute assigned data-governance responsibilities, and escalate systemic issues to the accountable data, process or product owner.
• Use analytics to identify service trends, capacity needs, quality issues and productivity opportunities.
• Execute assigned controls, maintain evidence and sustain audit readiness across delivered services.
• Ensure India-local operations comply with applicable Indian employment requirements and organisational policies, escalating interpretation questions to Legal, Compliance or the accountable policy owner.
• Identify operational risks and issues, implement approved remediation and escalate material matters through established governance.
• Maintain appropriate segregation of duties, access controls and approval controls.
• Monitor and report performance against agreed measures, including service-level achievement, turnaround time, first-contact resolution, query volumes, backlog, quality and error rates, employee and manager satisfaction, productivity, capacity utilisation, and operational risk and control indicators.
• Lead regular delivery-performance reviews with India HR leadership and designated U.S.-based owners, and provide transparent reporting on dependencies, capacity constraints, risks and improvement opportunities.
• Build and lead a high-performing India HR Operations and Service Delivery organisation, managing staffing deployment, skills, cross-training, capacity, business continuity and succession within approved budgets and workforce plans.
• Establish appropriate spans, layers and skill mix, and escalate capacity constraints with recommended workforce or prioritisation adjustments.
• Build a service-oriented culture grounded in accountability, controls, continuous improvement and partnership.
• Lead India delivery readiness, knowledge transfer, capacity preparation and stabilisation for transitions approved through global and India governance, including transition plans, readiness assessments, controls validation and migration governance.
• Recommend additional services suitable for delivery from India, with service scope, funding and go-live decisions remaining with designated accountable owners.
• Ensure transitioned services meet agreed exit criteria before moving from stabilisation to steady-state delivery.
• Manage day-to-day performance of assigned HR service partners and third parties within approved contracts and governance, monitoring service levels and controls, resolving operational issues and escalating material performance or risk concerns.
• Recommend commercial, scope or performance improvements for third-party services, and execute assigned third-party risk management responsibilities.
• Act as the senior India delivery partner to India HR leadership, U.S.-based global HR leadership, HR Operations, HR COEs, HRBPs, HR Product and Technology, Finance, Legal, Risk and Compliance, Internal Audit and business leaders.
• For global services delivered from India, take functional direction from the Head of S.O.S. and designated U.S.-based process, product and service owners; for India-local responsibilities, operate under India HR leadership and designated local functional owners.
• Escalate conflicting priorities, capacity demands or unclear decision rights through the defined joint governance mechanism.

What you'll need

• 15+ years of progressive HR experience, including 7+ years in senior HR Operations, shared services or HR service delivery leadership.
• Experience in a Global Capability Centre, Global Business Services, shared-services or large multinational environment.
• Proven experience building or scaling an HR operations or service delivery organisation.
• Experience delivering services across complex employee populations.
• Strong understanding of hire-to-retire processes, service management, governance, controls, compliance and operational risk.
• Experience partnering with global process owners, product teams and technology teams, including Workday, ServiceNow or comparable platforms.
• Experience leading transitions, knowledge transfer, stabilisation and continuous improvement.
• Experience managing external vendors and service partners within enterprise governance.
• Strong analytical, data-driven and operational leadership capability.
• Excellent senior stakeholder management, influencing and escalation skills across matrixed organisations.

Nice to have

• Experience delivering services across multiple countries or regions.
• MBA/PGDM in HR or equivalent.

Details

• Location: Chennai, India.
• Posted by U.S. Bancorp India, part of the U.S. Bank family.