Vice President, People Solutions

Job description

About UsVisa 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. Job Description Job Description We are looking for a VP of People Solutions Team to provide leadership and support to advance our exciting journey of transformation to design and execute on best-in-class People strategies, systems and structures that drive successful outcomes across all facets of Visa’s Go-to-Market activities. The VP People Solutions will possess outstanding leadership, strong relationship building skills, execution focus, proven problem-solving skills and will be proactive, agile, able to define strategy and translate it into actions and able to inspire and motivate teams through change and transformation. The role needs a leader that drives accountability, and someone with a successful track record in process transformation. This position will lead from the front and achieve results side-by-side with our transformation and accelerator teams. The main responsibility of the Vice President, People Solutions is to lead Visa’s People Solutions (HR Shared Services) function and transform our solutions delivery team into a world class solutions organization that delivers value to Visa through an integrated shared services environment, globally. This role manages teams across multiple regions, collaborating with People Centers of Excellence (COEs) & People Business Partner (PBP) communities, technology teams and other Visa groups to develop and execute strategic and operational service delivery plans. This leader will also work with leadership to drive service excellence, innovative solutions and the transformation of our overall People Solutions support model, expanding the services provided by our organization to provide a more holistic employee experience and enable our PBPs and People COEs to focus on driving our strategic talent agenda. This will entail designing and implementing an enhanced shared services delivery model, onboarding of new internal teams into the People Solutions organization and partnership with Visa teams in enabling greater self-service, process reengineering, process harmonization, and organization design. The role reports to the SVP, Head of People Systems and Operations and will be a key member of the Global Enterprise Transformation and Solutions team. Essential Functions: • Foster a client-focused environment and mindset to ensure delivery of an exceptional employee experience • Lead a team of seasoned strategic leaders and subject matter experts responsible for providing innovative world-class People support to Visa people globally • Lead the People Solutions Transformation – a large, global project with impacts across the People function. Serve as the overall project leader, driving the integration across 3 key workstreams and their associated leaders: • People Systems – Identify and implement an integrated tech solution to leverage emerging technologies to drive self-service, increase speed and accuracy of resolution, and reduce ticket volume • People Solutions Evolution – Expand the scope of support provided by the People Solutions team to handle a greater number of employee inquiries and perform operational People tasks • Manager Consultation – Establish a new team dedicated to providing People generalist support to front-line managers • Design the People Solutions function of the future, including the following goals: • a. Deflection of 45% of current case volume via self-service • b. 80% of cases accurately and fully resolved upon first contact • c. Average case resolution time of less than 2 business days • · Build the resource plan to support the future People Solutions vision, balancing the efficiencies of a centralized hub with the local knowledge required to provide effective support. Determine the right resource mix and locations for a “hub-and-spoke” model. • Develop the framework for identifying and evaluating work that can transition to People Solutions, oversee comprehensive process documentation, and ensure the team has the right skills, knowledge, mindsets, behaviors and capability to deliver. • Build an effective quality assurance program and a culture of continuous improvement. • Develop deep partnerships with Regional and Functional PBPs and COE leaders. • Develop comprehensive operational plans and strategy to support business growth and maintain optimal volume throughput, cost control, operations efficiency, and quality. • Implement uniform best practices while maintaining compliance. • Systematically cultivate and maintain collaborative relationships with managers of the organization to achieve mutual goals. • Maintain and foster a high level of teamwork, hire and mentor best in class. • Develop and implement plans and research projects to improve and expand operational growth and financial profitability. • Oversee and adjust processes and operations as necessary to ensure efficient and effective execution of policies and procedures. • This leader will drive a mindset of continuous improvement and customer service to support the ease of the experience and operational effecti