HR Delivery Leader

U.S. Bancorp India; Chennai; On-site; INR 1,400,000 - 2,400,000; Full time

Job summary

U.S. Bancorp India seeks a senior leader to helm India HR Operations within the approved global framework. You will manage delivery against the service catalogue, SLAs, and KPIs, while driving capability, governance and escalation paths across India and the U.S.

organization. You will partner with HR product and technology teams to optimise platforms like Workday and ServiceNow, driving self-service, automation and data governance.

Responsibilities

• Build and lead the India delivery organisation within the operating model established by U.S.-based global HR owners and India HR leadership.
• Implement and manage delivery against the approved service catalogue, service levels, KPIs, governance and escalation framework.
• Recommend operating-model, scope and service improvements for approval.
• Build a scalable delivery capability to support workforce growth and service expansion.
• Be accountable for delivery of global HR services assigned to the India team within approved scope and controls.
• Manage payroll interface, benefits administration, attendance, performance-cycle administration, learning delivery, and recruitment operations as applicable.
• Maintain hand-offs and escalation paths between India team and U.S.-based owners and HR leaders.
• Drive operational excellence, standardisation and reduction of manual work within process boundaries.
• Partner with HR Product/Technology to optimise Workday and ServiceNow, and pursue self-service, automation and AI opportunities.
• Monitor performance, report on KPIs, and lead delivery-performance reviews with India HR leadership.

Job description

Operating Model and Decision Authority

U.S. ownership. U.S.-based global process, product and service owners retain accountability for service strategy, policy, global process design, service scope, priorities, standards, technology roadmaps, funding decisions and approval of material changes.

India execution. The India leader is accountable for building and managing the delivery capability and executing assigned services within approved processes, controls, service levels, budgets and delegated authority. The role has authority over day-to-day delivery management, work allocation, team capability, quality assurance and operational issue resolution within these boundaries.

Change authority. The India leader recommends improvements and implements approved changes. Changes affecting policy, global process design, technology roadmaps or architecture, service scope or commitments, funding, key controls or risk acceptance require approval from the designated accountable owner.

Service Mandate

A. Global HR services delivered from India

Assigned services supporting employees across approved geographies. U.S.-based owners set direction, policy, process and product standards; the India organisation manages execution and performance.

B. India-local HR operations

Services supporting the India employee population under India HR leadership and designated local functional owners, consistent with global standards and applicable Indian requirements. Local decision rights will be assigned explicitly and will not be assumed to sit with either the U.S. or India delivery organisation.

Key Responsibilities

1. Delivery Strategy and Operating Model

• Build and lead the India delivery organisation within the operating model established by U.S.-based global HR owners and India HR leadership, as applicable.
• Implement and manage delivery against the approved 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.

2. Employee Lifecycle Operations

• Be accountable for delivery of the global HR services formally assigned to the India team, against approved scope, procedures, controls and service levels.
• Global delivery scope may include 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 activities.
• Be accountable for India-local HR operations within the authority delegated by India HR and designated functional owners. Scope may include 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.

3. Service Excellence and Continuous Improvement

• Establish operational excellence disciplines across services delivered by the India organisation.
• 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. Develop local work instructions within delegated authority; obtain owner approval for changes to process design, policy interpretation or key controls.
• 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. Recommend changes requiring owner approval.

4. HR Product, Technology and Digital Enablement

• Partner with designated HR Product and Technology owners to optimise platforms such as Workday and ServiceNow.
• Execute approved configuration, testing, release and production-support activities against the U.S.-owned product roadmap and prioritised backlog, 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 and execute assigned data-governance responsibilities. Escalate systemic issues to the accountable data, process or product owner.
• Use analytics to identify service trends, capacity needs, quality issues and productivity opportunities.

5. Governance, Risk and Compliance

• 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; escalated interpretation questions to Legal, Compliance or the accountable policy owner.
• Identify operational risks and issues, implement approved remediation and escalated material matters through established governance.
• Obtain accountable-owner approval for material control changes, policy exceptions and risk-acceptance decisions.
• Maintain appropriate segregation of duties, access controls and approval controls.

6. Service Performance and Analytics

• 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.
• Provide transparent reporting on dependencies, capacity constraints, risks and improvement opportunities.

7. Organisation, Capability and Capacity

• Build and lead a high-performing India HR Operations and Service Delivery organisation.
• Manage staffing deployment, skills, cross-training, capacity, business continuity and succession within approved budgets and workforce plans.
• Establish appropriate spans, layers and skill mix for effective service delivery.
• Escalate capacity constraints and recommend workforce or prioritisation adjustments required to meet agreed commitments.
• Build a service-oriented culture grounded in accountability, controls, continuous improvement and partnership.

8. Transitions and Service Expansion

• Lead India delivery readiness, knowledge transfer, capacity preparation and stabilisation for transitions approved through global and India governance.
• Develop transition plans, readiness assessments, knowledge-transfer plans, controls validation and migration governance for the India delivery organisation.
• Recommend additional services suitable for delivery from India. Service scope, funding and go-live decisions remain with the designated accountable owners.
• Ensure transitioned services meet agreed exit criteria before moving from stabilisation to steady-state delivery.

9. Vendor and Third-Party Delivery

• Manage day-to-day performance of assigned HR service partners and third parties within approved contracts and governance.
• Monitor agreed service levels and controls, resolve operational issues and escalated material performance or risk concerns.
• Recommend commercial, scope or performance improvements.