Manager, Global People Solutions - Total Rewards

• 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.