HR Services Manager - Senior Vice President - Mumbai Maharashtra India | CIti Job

The Senior Vice President (SVP), HR Services Manager is a senior operational leader responsible for the day-to-day management, performance, and continuous improvement of designated HR Services portfolios under the broader HR Services pillar.

This role owns end-to-end execution of global HR processes within scope, leads large teams through managers, and ensures consistent, high-quality service delivery across regions and populations. The SVP plays a critical role in translating HR Services strategy into operational outcomes, driving efficiency, risk management, and customer experience.

The role requires deep HR operational expertise, strong people leadership capability, and the ability to manage complex, high-volume, and high-risk HR processes in a global, matrixed environment.

Key Responsibilities

Operational Leadership & Service Delivery

• Own end-to-end delivery of designated HR Services functions, which may include RIF, PIP, HR Investigations, employee lifecycle processes, accommodations, or other HR operations within scope.

• Ensure services are delivered consistently, accurately, and on time, aligned to global standards, SLAs, policies, and controls.

• Act as the primary operational escalation point for complex cases, service risks, and delivery issues within portfolio.

People Leadership & Workforce Management

• Lead large, distributed HR Services teams through multiple levels of managers.

• Drive workforce planning, capacity management, hiring, performance management, succession planning, and talent development.

• Foster a culture of accountability, service excellence, continuous improvement, and risk awareness.

• Coach and develop Talent Center leaders and people managers to strengthen leadership bench and operational maturity.

Process Excellence & Continuous Improvement

• Drive standardization, simplification, and harmonization of HR processes across geographies.

• Lead operational improvement initiatives including process reengineering, automation, digitization, and productivity enhancements.

• Proactively identify operational gaps, root causes, and improvement opportunities to enhance efficiency, quality, and employee/manager experience.

• Partner closely with Technology, COEs, and other HR Delivery pillars to implement sustainable solutions.

Metrics, Performance & Reporting

• Own performance management for assigned portfolios, including KPIs, SLAs, TATs, volume trends, quality metrics, and risk indicators.

• Review and analyze operational data to improve throughput, reduce errors, and manage peaks and complexity.

• Provide regular performance updates, insights, and recommendations to the Head of HR Services.

• Ensure data accuracy, transparency, and readiness for audits and senior leadership reviews.

Risk, Controls & Compliance

• Ensure strict adherence to regulatory, legal, and compliance requirements across all HR Services operations.

• Maintain and strengthen controls and governance frameworks, particularly for high-risk, high-volume processes.

• Identify, escalate, and resolve control issues in a timely and transparent manner, ensuring root cause remediation.

• Partner with Risk, Legal, Audit, and Compliance teams as needed

Stakeholder Management & Partnership

• Build strong working relationships with HR Business Partners, HR Advisors, COEs, Delivery partners, Technology, and regional HR teams.

• Serve as a trusted operational partner, ensuring service delivery supports business and people priorities.

• Contribute actively to HR Services leadership forums and cross-pillar initiatives.

• Support the Head of HR Services in enterprise-wide HR Delivery priorities and transformations

Change & Transformation Support

• Lead change management for HR Services initiatives within assigned scope, ensuring adoption and stability.

• Support large-scale changes including reorganizations, policy changes, system deployments, and operating model shifts.

• Ensure effective communication, readiness, and risk mitigation during transitions.

Qualifications

Experience

• 12+ years of HR operations, shared services, or large-scale service delivery experience, with 5–7+ years in senior people management roles.

• Proven experience managing global teams across multiple geographies and Talent Centers.

• Strong background in HR operations, process execution, and metrics-driven performance management.

• Experience working in a global HR Shared Services or HR Delivery model.

Skills & Competencies

• Strong operational execution mindset with the ability to balance speed, quality, and risk.

• Deep understanding of global HR processes and shared service operating models.

• Excellent analytical and problem-solving skills with a strong command of operational data and KPIs.

• Effective communicator with the ability to influence stakeholders at senior levels.

• Demonstrated capability to lead through complexity, change, and ambiguity.

• Strong control, governance, and compliance orientation.

Education

• Bachelor’s degree required.

• Master’s degree preferred in Human Resources, Business, Operations, or a related field

Additional Notes

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

------------------------------------------------------

Job Family Group:

Human Resources

------------------------------------------------------

Job Family:

HR Advisors & Generalist

------------------------------------------------------

Time Type:

Full time

------------------------------------------------------

Most Relevant Skills

Please see the requirements listed above.

------------------------------------------------------

Other Relevant Skills

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

------------------------------------------------------

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.

 

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.