The posting
About Us Visa 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
The Manager, Operational Workforce Planning is responsible for leading global back-office People operations that support stakeholders across the organization. With primary service hubs in North America and India, this role oversees operational support for a global employee population of 30,000+ employees.
This leader will focus on building a culture of continuous improvement, operational excellence, and consistent employee experience. The Manager will partner closely with counterparts in India, the Americas, and other global regions to ensure successful execution of People Shared Services goals, service delivery standards, and process improvements.
This role reports to the Director, Operational Workforce Planning.
Essential Functions
Lead Back-Office WFP Operations
Lead a team responsible for maintaining the accuracy, integrity, and timely processing of employee and organizational data within Operational Workforce Planning. Partner closely with internal Centers of Excellence, managers, employees, and external vendors to support efficient and compliant back-office operations.
Key responsibilities include:
- Manage and direct the intake, triage, assignment, and resolution of employee inquiries through the case management platform, ServiceNow (or similar systems).
- Ensure employee and organizational data maintained in the global HRIS, Workday, is updated accurately and in a timely manner.
- Design and document functional requirements, step-by-step procedures, workflows, and process improvements.
- Support Workday user acceptance testing for People processes and system enhancements.
- Provide functional process expertise within Workday; this is not a Workday technical configuration role.
- Perform project management activities in support of annual People programs, key operational initiatives, mergers and acquisitions, and other enterprise priorities.
- Coordinate with internal stakeholders to identify, research, and resolve complex data errors and inconsistencies that may impact data integrity, reporting, or employee experience.
- Lead the team in meeting or exceeding defined operational goals, service levels, and quality standards.
- Conduct regular one-on-one meetings to provide coaching, feedback, performance guidance, and career development support.
- Manage performance issues and disciplinary actions as appropriate.
- Support team member growth through development planning, skill building, and ongoing feedback.
Leadership and Team Development
Foster an inclusive, collaborative, and high-performing team culture through effective recruiting, onboarding, training, coaching, and team-building practices.
Responsibilities include:
- Build and sustain an engaged, diverse, and accountable team.
- Promote a culture of continuous improvement, ownership, and service excellence.
- Provide clear direction, expectations, and performance feedback.
- Encourage professional development and career growth among team members.
- Model inclusive leadership behaviors and support a positive employee experience within the team.
Stakeholder Engagement and Communication
Build strong working relationships with key internal stakeholders, including People Business Partners, People Information Systems/HRIT, Payroll, Benefits, Centers of Excellence, and other cross-functional teams.
Responsibilities include:
- Partner with stakeholders to understand business needs, resolve operational issues, and improve service delivery.
- Communicate effectively with colleagues within and outside the People function.
- Influence functional leaders and stakeholders to drive alignment, adoption, and process consistency.
- Serve as a trusted operational partner and escalation point for complex People Shared Services matters.
Transition of New Processes into Shared Services
Lead the transition and integration of new work into the People Shared Services model.
Responsibilities include:
- Support transition planning, resource mapping, knowledge transfer, and implementation.
- Develop training materials, process documentation, and operational playbooks.
- Coordinate shadowing, handoffs, and readiness activities with stakeholders and team members.
- Ensure new processes are scalable, clearly documented, and aligned with Shared Services standards.
Metrics, Reporting, and Operational Execution
Drive a metrics-based approach to managing Shared Services operations and demonstrating business value.
Responsibilities include:
- Ensure the team meets day-to-day performance metrics, service level agreements, and quality expectations.
- Monitor case volumes, turnaround times, SLA performance, customer satisfaction, and quality trends.
- Use data and reporting to identify opportunities for process improvement and service enhancements.
- Create and share meaningful reports and operational insights with stakeholders.
- Leverage metrics to communicate Shared Services impact, performance, and value.
Training and Documentation
Oversee ongoing training and documentation for all processes and activities within the team’s scope of work.
Responsibilities include:
- Ensure procedures, workflows, job aids, and knowledge articles are accurate, current, and accessible.
- Establish documentation standards and maintain process consistency across locations.
- Support continuous learning through training refreshers, onboarding materials, and process updates.
- Ensure team members are equipped to deliver accurate, consistent, and compliant service.
Quality Assurance and Continuous Improvement
Lead quality control efforts to ensure operational accuracy, service consistency, and a positive employee experience.
Responsibilities include:
- Manage an internal quality assurance program using key metrics and performance indicators.
- Measure team performance against SLAs, volume trends, customer satisfaction, and quality standards.
- Identify root causes of errors, service gaps, and process inefficiencies.
- Implement corrective actions and continuous improvement initiatives.
- Promote a culture of quality, accountability, and operational excellence.
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
- Experience leading HR operations, People Shared Services, or back-office employee support teams
- Strong people management, coaching, and performance management skills
- Demonstrated ability to manage global operations across multiple regions or service hubs.
- Strong analytical, problem-solving, and process improvement skills.
- Experience using operational metrics, SLAs, and quality standards to manage performance.
- Excellent stakeholder management, communication, and influencing skills.
- Ability to manage multiple priorities in a fast-paced, matrixed environment.
- Experience with Workday and case management tools such as ServiceNow
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
- Expertise in operational workforce planning methodologies, including headcount forecasting, capacity planning, and scenario modeling
- Familiarity with AI-enabled planning tools or automation capabilities that enhance workforce analysis and reporting efficiency
- Experience applying organizational design principles — such as span of control or layers analysis — to support headcount and structural decisions
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.
