People Solutions Director (Mid-to-Late Lifecycle Processes)

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

Key Responsibilities:

Strategy & Process Design

• Develop the vision, strategy and roadmap for mid-to-late lifecycle HR services within the shared services model.
• Lead the operational oversight and performance of the GPS Mid-to-Late People Lifecycle Processes including delivery of monthly reporting of KPI’s and Team ORK’s.
• Serve as a strategic advisor to senior HR and business leaders on process design and delivery optimization
• Meet or exceed global processes standardization targets to drive consistency and efficiency of service across all regions.  
• Leverage and integrate next generation AI technology to create efficiency and capacity internally and for the wider People Team.
• Apply integrated system solutions to evolve away from high-touch, manual processes to fully automated end to end processes leveraging process orchestration and system integrations. 
• Build a best-in-class team as measured by external benchmarks

Globalization of Work & Service Expansion

• Lead the globalization of Mid to Late lifecycle processes to standardize the delivery model across the process areas and enhance consistency across regions while accommodating regional legal or regularity requirements
• Partner with the People Team to develop a pipeline of new work opportunities in partnership with the GPS Leadership team
• Manage the end-to-end process for transitioning new work into shared services, including due diligence, migration planning, change management, and stabilization.
• Maintain comprehensive process documentation to ensure transparency and accountability. 
• Manage risk and compliance to meet regulatory requirements and mitigate potential issues. 

Process Performance and Analytics

• Develop and track SLAs, KPIs, and service metrics to drive operational excellence.
• Own and continuously improve employee lifecycle service processes with a focus on automation, quality, compliance, and employee experience.
• Proactively identify, resolve, and manage issues that arise including management and solutioning of complex issues requiring escalation or cross-functional coordination.
• Partner with the GPS leadership team to implement solutions that help eliminate future issues and revert to our stakeholders with solutions, next steps, and execution plans.
• Leverage data and AI-enabled insights to identify trends and opportunities for proactive continuous improvement.
• Deliver regular reporting to senior leadership on process performance, capacity creation and employee experience including tracking benchmarked metrics to measure performance, efficiency and effectiveness of processes.  
• Ensure that GPS delivery is adhering to regulatory and compliance requirements.
• Continue to proactively manage risk and create robust controls across the process and ensure documentation exceeds our audit and compliance standards (process flows, SOP’s and RCM. This includes understanding and mitigating risk with technology integrations and solutions.

Productive Partnership & Stakeholder Management

• Represent GPS at the global and regional level and implement our productive partnership strategy within the People Team including our COE’s, People Advisors and People Business Partners.
• Collaborate with cross functional leaders to implement our productive partnership strategy for the function and for the region by understanding our partners business needs and proactively adopt initiatives to enhance the value the organization brings to support our partners.
• Create the strategic roadmap that delivers value for our critical business partners that support our end-to-end mid-to-late processes. This includes partnership with Employee Relations, Payroll, Legal, PBP/PA Community, Benefits and Total Rewards, and Talent Management teams to:
• Ensure seamless service delivery, capacity creation and enhancing end-to-end process and results:
• Establish monthly governance to report and communicate progress across our key leaders
• Align on key opportunities and challenges and partner to develop solutions to address Visa’s business needs.
• Strategically develop annual OKR’s to drive combined success and demonstrate the power of our partnerships.
• Partner with the Employee Relations, Benefits, Talent, and Total Rewards teams to ensure seamless service delivery.
• Partner with legal, compliance, IT, payroll, and HRBPs to deliver integrated, audit-ready processes.
• Monitor key performance indicators and utilize metrics and analytics to ensure high stakeholder satisfaction globally and regionally while identifying opportunities for performance and service quality improvement.

Global Service Delivery

• Lead the operational oversight and performance of the EU/CEMEA region across all facets of operations – this includes our premier services, our optimized processes, our partnerships in the region and the colleague culture across the region.
• Leverage the GPS Scorecard to report on regional performance and report regional analytics to our global and regional Leadership Teams
• Contineously evaluate the Tier III complex cases that come to the Mid-to-Late lifecycle process teams and develop solutions to enhance process design or provide greater knowledge for colleagues and stakeholders leveraging the process.

Technology & Transformation

• Drive adoption and integration of automation (e.g., RPA, AI chatbots, workflow tools) across lifecycle processes.
• Partner with System and Technology teams to support implementation of new AI Technologies to drive process efficiency and elevate performance
• Champion digital-first design and employee self-service.
• Develop business cases to pursue investment and prioritization of next generation technology solutions.

Collaboration & Change Management

• Lead change initiatives impacting lifecycle services, including policy changes, M&A integrations or legislative changes.
• Create scalable training and knowledge management resources for internal teams and employees.
• Develop and drive the Great Place to Work strategy to enhance and adopt a positive culture across globally dispersed colleagues.
• Support talent planning and colleague development for our internal team.
• Develop a robust communication plan for the global function and the EU/CEMEA regional performance.

Qualifications

• Extensive experience in Shared Services Organizations, Financial or People operations, Transformation or global process ownership leadership roles supporting a diverse range of functions and regions.
• Demonstrated experience in delivering strategic initiatives, project management, risk management, financial planning and communications strategies and proven success in managing and delivering complex cross-functional programs effectively.
• Ability to think strategically, challenge the status quo and develop proposals to drive the GPS Strategic objectives.
• Ability to proactively make strategic connections across the organization and identify opportunities to simplify or implement creative improvement solutions.
• Ability to manage multiple deliverables under tight deadlines and fast pace in a rapidly changing environment.
• Excellent presentation, verbal, and written communications skills
o Ability to develop global communications materials and content across diverse audiences and drive messaging across functions.
o Prepare and represent GPS at both internal and external events with C-Suite Leaders
• Strong analytical and critical thinking skills with the ability to leverage data to drive decision-making.
o Demonstrated experience in taking detailed analytics / information to synthesize into simple business and communications strategies and solutions.
o Strong analytical skills with the ability to monitor KPIs, analyze metrics, and make data-driven decisions.
o Confident, direct counselor with strong listening and verbal communication skills.
o Ability to partner, collaborate and lead strategies through strong relationships with senior management.
o Ability to lead through influence, lead with analytics to drive alignment and decision making.
• Ability to navigate a large, global organization and create an effective network of colleagues across levels.
• Energetic self-starter, self-directed, with impeccable attention to detail.
• Quick thinker and ability to navigate ambiguity and synthesize a large amount of data to provide simple and easy to understand processes and messaging.
• Must be a strong leader and analytical thinker
o Confident, direct counselor with strong listening and verbal communication skills.
o Ability to collaborate and lead by influence.

Preferred Qualifications:
• Proven record of accomplishment of driving strategy initiatives and delivering operational efficiencies in a global HR environment.
• Proven record of delivering global solutions for a large organization that brought global standardization, consistency, and efficiency.
• Experience developing and implementing HR, Technology or Financial strategies, policies, and procedures that align with business goals and objectives.
• Expertise in quality assurance assessments and continuous improvement methodologies.
• Financial acumen with experience in overseeing financial tracking, reporting, and forecasting activities.
• Multilingual speaking and written capabilities

Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.