Manager, Global People Solutions - Total Rewards

Manager, Global People Solutions

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 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.

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.

Qualifications

Basic 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.