HR Delivery Leader

204 U.S. Bancorp India Private Limited; Chennai; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

U.S. Bancorp India seeks a senior HR operations leader to design and run the delivery of global HR services for India, ensuring governance, efficiency, and scalable processes.

You will manage end-to-end employee lifecycle operations, drive continuous improvement, and partner with HR Product and Technology teams to optimise platforms such as Workday and ServiceNow. Responsibilities include establishing local decision rights, maintaining process controls, and delivering value through performance

Qualifications

• Experience in HR operations and service delivery.
• Ability to build operating models and governance for HR services.
• Strong process improvement mindset with data-driven approach.

Responsibilities

• Delivery Strategy and Operating Model: build and lead the India delivery organisation within the global HR framework.
• Employee Lifecycle Operations: manage HR services including onboarding, data admin, leaves, payroll interfaces and benefits.
• Service Excellence: drive standardisation, improve turnaround time, document procedures and use Lean/Six Sigma for improvements.
• HR Product/Tech Enablement: align with Workday and ServiceNow, enable self-service and automation where possible.
• Governance, Risk and Compliance: ensure policy and control adherence and risk management.
• Service Performance and Analytics: monitor SLAs and performance, report to leadership.
• Organisation, Capability and Capacity: build a capable team and scalable delivery model.
• Transitions and Service Expansion: plan readiness for transitions and scalability.

Skills

Lean Six Sigma

Tools

Workday

ServiceNow

Job description

At U.S. Bancorp India, we’re on a journey to do our best. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bancorp India gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

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.
• 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; escalation interpretation questions to Legal, Compliance or the accountable policy owner. Identify operational risks and issues, implement approved remediation and escalatory 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