HR Delivery Team Leader / SVP

The HR Delivery Team Leader is a people leadership and service delivery role responsible for leading a team of HR Consultants or Delivery Partners who provide day-to-day HR guidance and advisory support to managers and employees. This role ensures high-quality, timely, and compliant HR services across the employee lifecycle, while reinforcing consistent application of HR policies, procedures, and risk standards.

Reporting to the Global Pillar Head, the Team Leader translates HR strategies into effective team execution, drives operational excellence, monitors service delivery metrics, and develops the capability of team members. The role also serves as an escalation point for complex employee and manager cases and partners closely with HR Business Partners, COEs, and Legal/Risk stakeholders.

Key Responsibilities

1. Team Leadership & People Management

·                     Directly lead and manage a team of HR Professionals (typically 10–15+ contributors depending on scope).

·                     Set clear performance expectations and monitor individual and team productivity, quality, and timeliness.

·                     Conduct regular coaching, case reviews, and feedback sessions to strengthen team judgment, communication, and problem-solving skills.

·                     Support hiring, onboarding, performance management, development planning, and succession readiness for team members.

·                     Foster a culture of accountability, collaboration, customer focus, and continuous improvement.

2. HR Advisory & Case Management

·                     Oversee delivery of HR guidance to managers and employees on employee lifecycle matters, including:

o        Policy interpretation and application

o        Performance management (excluding formal PIP ownership where applicable)

o        Employee conduct, attendance, and workplace concerns

o        Organizational changes and workforce programs

o        Termination actions and other complex HR matters

·                     Act as the first level of escalation for the team on complex, sensitive, or high-risk cases, ensuring appropriate judgment and documentation.

·                     Ensure consistent, fair, and risk-aware application of HR policies and practices across cases.

·                     Partner with Legal, Employee Relations, Compliance, and Risk teams as required.

3. Service Delivery Excellence & Operational Management

·                     Drive consistent execution of operating procedures, workflows, and service standards.

·                     Own and manage team-level service delivery metrics including case quality, turnaround time (TAT), SLAs, customer satisfaction, and quality audits.

·                     Monitor workloads, capacity, and case distribution to maintain service stability and responsiveness.

·                     Identify service gaps, recurring issues, and process inefficiencies and implement corrective actions.

·                     Support continuous improvement initiatives by providing team-level insights, root-cause analysis, and recommendations.

·                     Ensure accurate case documentation, data integrity, and system compliance.

4. Stakeholder Collaboration & Partnership

·                     Build effective working relationships with HR Business Partners, HR Advisors, COEs, and other HR delivery teams.

·                     Partner with HR Business Partners on resolving cases that impact business initiatives, leaders, or sensitive employee populations.

·                     Provide insights and feedback to the Global Pillar Head on service trends, risks, and capability needs.

·                     Represent HR functionin operational forums or working groups as required.

5. Risk Management, Compliance & Ethical Standards

·                     Ensure all team activities comply with company policies, legal requirements, audit standards, and regulatory guidelines.

·                     Review and oversee cases to ensure appropriate risk assessment, documentation, and escalation.

·                     Promote a strong ethical culture and reinforce sound judgment in HR advice and decision-making.

·                     Support audit activities and respond to reviews or findings related to book of work.

Qualifications & Experience

Required

·                     ~10–12 years of progressive Human Resources experience, including HR Generalist, HR Advisory, HR Operations, or HR Consulting roles.

·                     Prior experience leading or formally supervising HR professionals or project teams.

·                     Strong working knowledge of HR policies, employee relations principles, performance management, and workforce practices.

·                     Experience operating in a case management, shared services, or HR delivery environment.

·                     Demonstrated ability to manage service metrics, quality standards, and customer outcomes.

·                     Strong communication, coaching, and stakeholder management skills.

Preferred

·                     Experience in a large, matrixed, or multinational organization.

·                     Background working with HR Shared Services or HR Consulting models.

·                     Exposure to HR systems, analytics, and service management tools.

Core Competencies

·                     People Leadership & Coaching

·                     HR Advisory & Professional Judgment

·                     Customer Focus & Service Excellence

·                     Risk Awareness & Compliance Mindset

·                     Problem Solving & Decision Making

·                     Collaboration & Stakeholder Management

·                     Operational Discipline & Execution

·                     Change Adaptability

Key Success Measures

·                     Achievement of team KPIs, SLAs, and turnaround times

·                     Quality and consistency of HR advice and case resolution

·                     Customer satisfaction and feedback scores

·                     Engagement, capability, and performance of HR Consultants/Delivery Partners

·                     Effective risk management and audit outcomes

 

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Job Family Group:

Human Resources

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Job Family:

HR Advisors & Generalist

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

 

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