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About the Role
Visa is seeking a Manager, Global People Solutions to lead a team responsible for delivering employee and manager support across Payroll, Benefits, and Stock/Equity programs. This role plays a critical part in ensuring employees receive exceptional support throughout their Total Rewards experience while advancing Visa's digital-first People strategy.
Responsibilities
- Lead a team responsible for delivering employee- and manager-centered support across Payroll, Benefits, and Stock/Equity programs.
- Oversee Tier 1 Payroll, Benefits, and Stock/Equity support across the United States, Canada, and Latin America, along with Tier 1 and Tier 2 Payroll support across Europe and Asia-Pacific.
- Ensure inquiries are resolved accurately, efficiently, and consistently while meeting service level agreements, quality standards, and employee experience targets.
- Partner with Payroll, Benefits, Stock/Equity, HR Technology, and regional stakeholders to resolve complex issues and remove barriers impacting the employee experience.
- Identify systemic issues, recurring contact drivers, and process gaps, driving sustainable improvements and scalable solutions.
- Support the successful launch of new People programs, policy changes, acquisitions, and organizational initiatives through operational readiness planning, training, and support model development.
- Act as a key escalation point for complex employee and manager issues requiring cross-functional coordination and resolution.
- Drive operational excellence across all supported services through effective workload management, process optimization, and performance management.
- Monitor and manage key service metrics including SLAs, case volumes, resolution times, quality scores, customer satisfaction, backlog trends, and escalations.
- Utilize operational analytics, employee feedback, and service insights to identify risks, opportunities, and improvement actions.
- Lead process improvement initiatives that simplify employee interactions, improve service quality, and increase operational efficiency.
- Apply structured problem-solving methodologies to improve performance outcomes and eliminate recurring operational pain points.
- Partner with GPS leadership to identify opportunities for standardization, scalability, and capacity creation.
- Champion Visa's digital-first support strategy by identifying opportunities to automate manual processes and improve employee self-service experiences.
- Partner with HR Technology and Digital Experience teams to enhance digital assistants, workflow automation, employee self-service tools, and AI-enabled support capabilities.
- Drive adoption of Generative AI tools, automation platforms, and scalable technologies that improve team productivity, case resolution quality, and employee experiences.
- Monitor knowledge utilization, case deflection rates, self-service adoption, and digital channel effectiveness to identify optimization opportunities.
- Promote effective use of technology across the team, including Workday, ServiceNow, Microsoft Copilot, Power Automate, reporting tools, and emerging AI capabilities.
- Evaluate new technologies and process innovations that improve HR service delivery and operational effectiveness.
- Build and maintain strong working relationships with Payroll, Benefits, Stock/Equity, Employee Relations, People Advisors, HR Technology, and other People Team stakeholders.
- Establish regular governance and operating cadences with key partners to review service performance, discuss emerging issues, and align on priorities.
- Act as a trusted advisor to COE partners by providing employee insights, service trends, and recommendations to improve employee support experiences.
- Support the transition of new work into Shared Services, including operational design, documentation, readiness planning, training, and stabilization activities.
- Ensure effective escalation pathways and strong collaboration across People Team functions.
- Represent GPS in cross-functional initiatives, working groups, and transformation projects.
- Oversee the development, maintenance, and governance of support content, knowledge articles, FAQs, and operational documentation.
- Ensure knowledge resources remain accurate, easy to navigate, and optimized for employee and manager self-service.
- Partner with stakeholders to continuously improve content quality, search effectiveness, and digital support experiences.
- Utilize employee feedback, survey data, and support insights to identify opportunities to improve the end-user experience.
- Foster a customer-centric culture focused on empathy, responsiveness, simplicity, and service excellence.
- Build, lead, and develop a high-performing team through coaching, performance management, development planning, and ongoing feedback.
- Foster an inclusive, collaborative, and highly engaged team culture aligned to Visa Leadership Principles and GPS values.
- Develop future talent through skill-building, stretch assignments, career development planning, and succession planning.
- Lead workforce planning activities, including staffing, onboarding, contractor management, and resource optimization.
- Promote a culture of accountability, continuous learning, innovation, and operational excellence.
- Recognize and reward strong performance while helping employees achieve their professional development goals.
Requirements
- Minimum 3 years of people leadership experience managing teams of HR, operations, customer support, shared services, or employee support professionals.
- Experience working within HR Operations, Shared Services, People Operations, Payroll Operations, Benefits Operations, Employee Support, or related functions.
- Experience utilizing Human Capital Management (HCM) systems such as Workday, SAP SuccessFactors, Oracle HCM, or comparable enterprise HR platforms.
- Experience using HR case management and workflow technologies such as ServiceNow or comparable support platforms.
- Experience leveraging operational metrics, dashboards, and reporting to improve service delivery and drive business decisions.
- Experience leading employee support, People Operations, Payroll Operations, Benefits Operations, Total Rewards Operations, or HR Shared Services teams within a global organization.
- Experience operating within a tiered service delivery model supporting employees and managers across multiple regions and time zones.
- Advanced knowledge of Workday and ServiceNow, including case management, workflow management, reporting, analytics, and knowledge management.
- Experience utilizing Microsoft 365 tools including Teams, Power BI, Excel, SharePoint, and Microsoft Copilot.
- Proficiency leveraging Generative AI platforms such as Microsoft Copilot, Claude, ChatGPT, or similar AI-powered tools to improve productivity, knowledge management, content creation, and employee support delivery.
- Experience using Microsoft Power Automate, robotic process automation (RPA) platforms, workflow automation tools, or similar technologies to drive efficiency and scale.
- Demonstrated success driving operational excellence, service improvements, process standardization, and continuous improvement initiatives.
- Experience transitioning new work into Shared Services and building scalable operating models.
- Strong partnership and stakeholder management skills with a proven track record of influencing cross-functional teams and Center of Excellence partners.
- Experience developing dashboards, KPIs, operational reporting, and executive-level presentations.
- Knowledge of Lean, Six Sigma, or comparable process improvement methodologies.
- Strong communication, facilitation, and presentation skills with the ability to communicate effectively across all levels of the organization.
- Financial and operational acumen with the ability to balance service quality, productivity, employee experience, and operational efficiency.
Skills
- Payroll
- Benefits
- Stock/Equity
- Employee Experience
- Operational Excellence
- Service Delivery
- Analytics
- Digital Transformation
- HR Technologies
- Productivity Tools
- Workday
- ServiceNow
- Microsoft Copilot
- Power Automate
- Generative AI
- Knowledge Management
- Lean
- Six Sigma
- Communication
- Facilitation
- Presentation Skills
- Stakeholder Management
Location
- US
Work Type
- Hybrid
- Office Setting
Experience Level
- 5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree or 0 years of work experience with a PhD
- 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree or up to 3 years of relevant experience with a PhD
- Minimum 3 years of people leadership experience
Education Level
- Bachelors Degree
- Advanced Degree (e.g. Masters, MBA, JD, MD)
- PhD
Salary/Compensations
- $105,000.00 to $168,500.00 USD per year
Benefits
- Medical
- Dental
- Vision
- 401(k)
- FSA/HSA
- Life Insurance
- Paid Time Off
- Wellness Program
About the Company
- Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.
- At Visa, you’ll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.
- Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.
Equal Opportunity
- Qualified applicants will receive consideration for employment without regard to race, color religion, sex, national origin, sexual orientation, gender identity, disability or protect veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with the EEOC guidelines and applicable local law.