Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

The Sr. Manager, Employee Service Center will oversee Tier 1 employee queries for employees across the organization for North America regions. The role will be responsible for ensuring that our North America employees receive timely and accurate responses to their general employee inquiries related to Payroll, Benefits, Stock, Compensation, Policy questions, Talent Management, Annual Review, and other Center of Excellence (CoE) programs.

As the Sr. Manager of the Employee Service Center, you will play a vital role in ensuring our employees receive outstanding support and guidance on People-related matters. If you are a proactive, results-driven leader with a passion for delivering exceptional service and driving continuous improvement, we encourage you to apply and join our dynamic team.

Leadership:

• Provide strong leadership to the North America Tier 1 Employee Service Center team, fostering a positive and collaborative work environment.
• Guide and mentor, the team, ensuring they are equipped to provide exceptional customer service and handle front-line employee questions effectively.
• Monitor team performance, identify areas for improvement, and implement training initiatives to enhance team capabilities.

Tier 1 Employee Query Management:

• Oversee the resolution of North America Tier 1 employee queries, ensuring prompt and accurate responses are provided to employees.
• Collaborate with Tier 2 services and other business leaders within various CoEs to escalate and address complex inquiries efficiently.
• Continuously review and improve processes to optimize the Employee Service Center’s efficiency and effectiveness.

Global Shared Services Model:

• Coordinate with international teams to standardize processes, maintain consistent service levels, and share best practices.

Quality Assurance and Compliance:

• Implement quality assurance measures to monitor the accuracy and compliance of responses provided by the Employee Service Center team.
• Ensure adherence to company policies, local regulations, and data privacy guidelines when handling employee queries.

Data Analysis and Reporting:

• Utilize data analytics to track trends in employee inquiries and identify areas for process improvement.
• Prepare regular reports on key performance indicators (KPIs) and present findings to senior management.

Stakeholder Management:

• Collaborate with People Business Partners, CoE leaders, and other key stakeholders to enhance the overall employee experience and drive continuous improvement initiatives.

Basic Qualifications:
– 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD
– Proficient in Microsoft Office products (MS Excel, Visio, Word and PowerPoint).

Preferred Qualifications:
– 9 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD
– Proven track record of leading and managing teams, preferably in a global or multi-location setting.
– In-depth knowledge of people processes, policies, and regulations.
– Excellent problem-solving skills with the ability to handle sensitive employee inquiries.
– Strong communication and interpersonal skills to engage with employees and stakeholders at all levels.
– Analytical mindset with proficiency in data analysis and reporting tools.
– Demonstrated ability to drive process improvements and optimize service delivery.
– Flexibility to work across different time zones and collaborate with international teams.