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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.
Job Responsibility
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
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 of the Business / Functions they are supporting
Own and manage service delivery performance indicators (KPIs, SLAs, customer satisfaction, quality audits)
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
Lead, coach, and manage multiple HR Consulting teams supporting employees of Citi globally
Oversee workforce planning, hiring, employment decisions, performance evaluations, coaching, talent development, for HR Consultants and Senior Consultants
Develop the team’s consulting, analytical, and client management capabilities to elevate service quality
Foster a high-performance culture based on accountability, collaboration, customer focus, and operational excellence
Build strong relationships with business leaders and managers to understand organizational needs and provide best in class HR support
Partner closely with HR Advisors/Business Partners to support organizational design, talent strategies, and people initiatives
Ensure HR’s reputation as a trusted advisor and value-adding function through proactive engagement and solution-oriented support
Ensure all advisory activities meet internal policies, audit requirements, and external regulatory standards
Promote an ethical culture that upholds compliance, transparency, and sound risk management practices
Effectively supervise teams in applying appropriate judgment and maintaining company standards
Requirements
15+ years of progressive HR experience, including HR Consulting/Generalist leadership roles
Experience leading multi-team, multi-location HR operations or advisory groups