Head Of Consumer Business & Operations

At U.S. Bancorp India, we’re on a journey to do our best. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bancorp India gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Key Responsibilities

Strategic Leadership & GCC Expansion

·    Develop and execute the strategy for Consumer Business & Operations within USBIPL, aligned with enterprise priorities and business line objectives.

·    Partner with senior leaders across CBBP, Consumer & Small Business Payments, CBBO, and Fraud Operations to identify opportunities to expand and optimize work delivered through Chennai.

·    Establish near-term tactical priorities and a multi-year roadmap to increase GCC penetration, capability depth, organizational scale, and business impact.

·    Position USBIPL as a strategic partner by developing compelling business cases and demonstrating measurable value to enterprise stakeholders.

·    Ensure the growth strategy supports transformation, operational efficiency, risk management, financial performance, and customer experience objectives.

Operational Leadership & Excellence

·    Lead large-scale operations supporting consumer banking, lending, payments, fraud, servicing, and related transaction-oriented functions.

·    Establish a culture of operational excellence through strong governance, metric discipline, performance management, and clear accountability.

·    Drive performance across productivity, quality, customer experience, turnaround time, capacity utilization, service levels, risk indicators, and financial outcomes.

• ·    Use data and operational insights to identify performance opportunities, prioritize actions, and make timely decisions.
• ·    Ensure operational resiliency, scalability, and business continuity while supporting growth objectives.
• Financial Management & Resource Optimization
• ·    Own the financial performance of the Consumer Business & Operations organization within USBIPL.
• ·    Develop and manage annual operating plans, budgets, workforce strategies, and headcount plans aligned to business growth objectives.
• ·    Ensure disciplined management of operating expenses, investments, and resource allocation across the organization.

·    Understand and actively manage the operational and financial levers that influence performance, including productivity, capacity utilization, automation, workforce mix; service levels, and location economics.

·    Establish robust forecasting, workforce planning, financial reporting, and governance routines to drive transparency and accountability.

·    Deliver efficiency improvements while balancing customer experience, operational performance, talent investment, growth, and risk management.

• Transformation & Innovation
• ·    Lead the transformation agenda for Consumer Business & Operations within USBIPL in alignment to the broader business strategy.
• ·    Drive initiatives leveraging automation, artificial intelligence, digital capabilities, analytics, and process reengineering.
• ·    Move beyond incremental continuous improvement to identify and execute larger, enterprise-level transformation opportunities.
• ·    Partner with Technology, Data, Product, and Operations leaders to modernize workflows and improve business outcomes.

·    Build a prioritized pipeline of initiatives that improve customer experience, productivity, scalability, risk management, and operational effectiveness.

• Risk, Controls & Governance
• ·    Establish and maintain a strong first-line risk management culture across all functions supported from Chennai.
• ·    Ensure compliance with applicable regulatory requirements, enterprise policies, audit standards, and operational control frameworks.
• ·    Proactively identify operational risks and establish sustainable preventive and detective controls.
• ·    Partner closely with Risk Management, Compliance, Legal, and Audit to strengthen governance, issue management, and risk oversight.
• ·    Embed risk awareness, control discipline, and accountability into day-to-day operational management and decision-making.
• Stakeholder Management & Enterprise Partnership
• ·    Build trusted relationships with senior business, operations, risk, technology, product, and finance leaders across U.S. Bank.
• ·    Influence decisions through data-driven insights, business cases, and strategic recommendations.
• ·    Lead cross-functional initiatives requiring alignment across businesses, functions, and geographies.
• ·    Act as a connector across teams to remove barriers, accelerate execution, and deliver enterprise outcomes.
• ·    Establish governance forums and operating routines that foster transparency, accountability, and collaboration.
• Talent & Organizational Leadership
• ·    Build and lead a high-performing organization capable of supporting current and future business needs.
• ·    Be a talent magnet who attracts, develops, and retains strong talent across operations, transformation, analytics, and leadership roles.
• ·    Drive employee engagement and foster an inclusive culture grounded in collaboration, accountability, and continuous learning.
• ·    Champion succession planning, leadership development, workforce capability building, and internal mobility.

·    Serve as a cultural ambassador for U.S. Bank, ensuring its values, leadership expectations, and customer-focused culture are consistently reflected within USBIPL.

• Customer-Focused Leadership
• ·    Champion a customer-first mindset across all supported functions.
• ·    Ensure operational strategies and decisions improve outcomes for customers and business partners.
• ·    Drive measurable improvements in service quality, customer experience, and process effectiveness.
• ·    Balance customer experience with operational efficiency, financial performance, risk management, and business growth objectives.

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• Preferred Skills / Qualifications
• ·    Leadership experience managing large-scale banking operations.
• ·    Deep experience in U.S. Consumer Lending and Operations.
• ·    Demonstrated domain expertise in at least one major consumer product, such as mortgages, credit cards, auto lending.

·    Proven experience leading multiple operational areas, including fulfillment; servicing, payments, fraud, lending operations or business banking.

• ·    Experience working within a Banking GCC or Global Capability Center environment.
• ·    Good understanding of banking regulations, operational risk frameworks, control environments, and compliance requirements.
• ·    Demonstrated success identifying, transitioning, scaling, and transforming GCC capabilities through strategic stakeholder engagement.
• ·    Experience leading large-scale transformation involving automation, AI, process reengineering, analytics, and digital modernization.

·    Strong financial management experience, including budget ownership, workforce planning, headcount management, resource allocation, forecasting, and business case development.

·    Demonstrated ability to understand and manage the key operational and financial drivers of performance while balancing growth, efficiency, customer experience, and risk outcomes.

·    Exceptional communication, collaboration, influencing, and executive stakeholder management capabilities.

Leadership Capabilities

·    Enterprise leadership & strategic orientation: Creates and executes a long-term vision that positions USBIPL as a strategic extension of U.S. Bank while delivering measurable business value.

·    Transformation leadership: Challenges conventional approaches and drives innovative solutions using automation, AI, analytics, process reengineering, and operating model redesign.

·    Operational excellence & execution: Maintains a relentless focus on metrics, data-driven decision-making, performance management, operational discipline, accountability, and outcomes.

·    Financial & business acumen: Uses financial insights, business metrics, and operational data to optimize headcount, budgets, investments, productivity, and resource allocation.

·    Risk leadership: Balances growth and innovation with strong governance, controls, compliance, and risk management practices.

·    Collaborative leadership: Builds partnerships across businesses, functions, and geographies to align priorities and achieve enterprise objectives.

·    Talent builder: Attracts, develops, and inspires high-performing teams while creating an engaging and inclusive culture.

·    Customer focus: Places the customer at the center of decisions and continuously improves outcomes through operational excellence and innovation.

·    Cultural ambassador: Embodies and promotes U.S. Bank values and leadership expectations while strengthening engagement and organizational effectiveness within USBIPL.

Executive Success Profile

The ideal candidate combines deep consumer banking expertise, GCC leadership experience, strong financial acumen, operational excellence, transformation capability, customer focus, and exceptional people leadership. This individual will build USBIPL into a strategic growth engine for Consumer Business & Operations while delivering measurable impact across customer experience, operational performance, financial results, talent, transformation, and risk management.

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Posting may be closed earlier due to high volume of applicants.

This is an U.S. Bancorp India posting. U.S. Bancorp India is a part of the U.S. Bank family.