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Job Overview

The Head of Strategy & Operational Excellence - HR Delivery a senior HR Delivery leader responsible for shaping strategic direction, driving enterprisewide governance, and enabling datadriven decision making across all HR Delivery pillars. This role oversees global teams covering governance, analytics, strategy, operational excellence, vendor governance, and special projects. The role-holder will also have a team of relationship managers who will work closely with CHROs and HR Partners.

The role requires deep expertise in HR operations, strong analytical and commercial acumen, exceptional stakeholder management, and the ability to manage large, diverse, crossfunctional teams. The leader will partner closely with HR Advisors, COEs, regional / global HR, other Delivery Pillar Heads, regulatory partners, and senior HR executives including CHRO and HRBP Heads.

Key Responsibilities

1. Strategic Leadership & Execution

• Set and operationalize the global strategic roadmap for HR Delivery in alignment with enterprise priorities.

• Translate HR Delivery vision into actionable strategies across governance, analytics, data quality, and operational excellence.

• Lead medium to long-term planning cycles, anticipating emerging risks, trends, and workforce needs.

• Drive HR Delivery-wide initiatives as part of the HR Delivery Leadership Team.

2. Governance, Risk & Controls

• Establish strong governance frameworks ensuring compliance with internal policies, regulatory requirements, and HR operational standards.

• Own and close corrective action plans, audits, and risk findings accurately and on time.

• Oversee data governance, data quality, and control programs, ensuring integrity and transparency of HR Delivery metrics.

• Act as senior escalation point for complex, highrisk, or crossfunctional issues.

3. HR Analytics, Insights & Reporting

• Lead HR Delivery analytics teams in producing advanced reporting, dashboards, workforce insights, and predictive analysis.

• Develop enterpriselevel metrics for HR Delivery performance, efficiency, and service-level tracking.

• Define measurement standards and ensure accurate, objective storytelling through data.

• Enable HR Delivery leaders with data that informs strategic workforce planning and operational decisions.

4. Operational Excellence & Process Innovation

• Drive continuous improvement programs to enhance efficiency, quality, and consistency across HR Delivery operations.

• Lead process re-engineering initiatives, implementing best practices, automation, and technology enablement.

• Oversee the intake and evaluation of new, unassessed, or ambiguous cases, designing frameworks for triage and execution.

• Manage rightplacement and managed services, ensuring resourcing models match demand, complexity, and skill needs.

5. Special Projects & Enterprise Programs

• Manage a portfolio of strategic, crossdiscipline projects with enterprise impact.

• Oversee mobilization, execution, governance, risk identification, and timely delivery of special projects.

• Collaborate across HR COEs, HRAs, HRBP Leads, CHROs, Other HR Delivery Heads and regional/global partners to deliver integrated solutions.

6. Relationship Management & Stakeholder Engagement

• Lead a global team of Relationship Managers supporting senior HR leaders, CHRO, and HRBP Heads.

• Build and maintain strong partnerships with internal global HR leaders, business executives, and external stakeholders.

• Ensure smooth communication flow, timely issue resolution, and consistent service delivery across regions.

7. People Leadership & Organizational Development

• Build a highperforming, flexible workforce capable of handling diverse, crossdisciplinary assignments.

Qualifications

Required Experience

• 15+ years of HR or related experience with strong focus on analytics, governance, strategy, or operations.

• 810+ years of managerial experience leading large, matrixed global teams.

• Proven track record of delivering complex, cross-functional HR or enterprise initiatives.

• Demonstrated expertise in governance, risk management, HR operations, or enterprise analytics.

• Strong commercial awareness and understanding of risk/reward dynamics.

Education

• Bachelors degree required; Masters degree preferred in HR, Finance,

Technical & Leadership Skills

• Superior analytical, data storytelling, and strategic planning skills.

• Deep understanding of industry trends, HR technology, data governance, and operational risk.

• Strong negotiation, communication, and executive influence skills.

• Demonstrated ability to manage ambiguity, resolve complex issues, and drive solutions.

• Ability to deliver results under pressure in a global, fast-paced environment.

Key Competencies

• Strategic Thinking & Visioning

• Risk Management & Controls

• Data-driven Decision Making

• Operational Excellence Mindset

• Change Leadership & Transformation

• People Leadership & Talent Development

• Cross-functional Collaboration

Additional Notes

This job description outlines the primary duties and responsibilities for the role but is not exhaustive. Additional responsibilities may be assigned based on business needs.

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Job Family Group:

Operations - Core

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Job Family:

Operations Support

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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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