Verified Job
Recruiter / HR / Admin
HR Delivery Consulting Head, Director
Recruiter / HR / Admin
#40769
Remote / WFH
Citi
Job Description
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
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
