Job DescriptionVisa 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 as part of the Global People Solutions (GPS) organization.
Global People Solutions sits at the center of how Visa delivers HR services to employees worldwide. As Visa continues to modernize service delivery through automation, AI-enabled workflows, self-service capabilities, digital assistants, and knowledge-driven support models, 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.
This position leads a team of approximately 10 People Solutions professionals, along with contractor resources, responsible for Tier 1 Benefits, Payroll, and Stock/Equity support across the Americas and Tier 1 and Tier 2 Payroll support across Europe and Asia-Pacific. The role is accountable for operational service delivery, employee experience, stakeholder partnership, continuous improvement, and the adoption of scalable support solutions that improve service quality, efficiency, and employee satisfaction.
The ideal candidate is a people leader who thrives at the intersection of employee experience, operational excellence, service delivery, analytics, and digital transformation. This individual should possess strong proficiency in modern HR technologies and productivity tools, leveraging them to improve service delivery, optimize processes, and enhance employee experiences. The successful candidate will partner closely with Payroll, Benefits, Stock/Equity, HR Technology, and fellow GPS leaders to resolve complex issues, strengthen operational performance, expand self-service capabilities, and drive adoption of automation and AI-enabled support models.
In addition to delivering against operational performance expectations, this role will help shape the future of Total Rewards support by using data, employee feedback, and cross-functional collaboration to simplify processes, scale support models, improve employee experiences, and identify opportunities for automation and digital innovation.
All roles require digital fluency, including the ability to work with emerging technologies such as Generative AI tools (e.g., Microsoft Copilot, ChatGPT, Claude) to support everyday work.
Global Total Rewards Service Strategy & Delivery
- 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.
Operational Excellence & Continuous Improvement
- 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.
Digital Transformation, Automation & AI Enablement
- 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.
Stakeholder Partnership & Governance
- 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.
Knowledge Management & Employee Experience
- 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.
People Leadership & Talent Development
- 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.
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
QualificationsBasic Qualifications:
- 5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD
Preferred Qualifications:
- 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
- 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.
Information for US ApplicantsFor roles located in the US, the estimated salary range for this position is $105,000.00 to $ 168,500.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity.Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401(k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.
Work HoursVaries upon the needs of the department.
Travel RequirementsThis position requires travel 5-10% of the time.
Mental/Physical RequirementsThis position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.
