We are evolving and elevating our Global Payroll & Equity Administration function, within our People Solutions team and is seeking a highly experienced and strategic Senior Director for Global Payroll and Operational Excellence. The self-motivated leader will play a pivotal role in ensuring the experiences and services we deliver within our Global Payroll & Equity Administration function are designed, delivered and maintained at the highest levels of efficiency and effectiveness.

We want our Global Payroll & Equity Administration function to run like a business and treat our employees like customers. We are seeking a creative and dedicated business leader, who will fit with our fast-paced, collaborative culture, within in a highly matrixed, global environment. They will leverage strong vendor framework, advanced analytics, and digital technology to identify and execute improvement initiatives that help our operational team optimize processes, improve efficiency, enhance the employee experience and create capacity for scale.

They will partner with our global service delivery leaders across the Global People Solutions team to assess, measure and optimize standardized, automated and fit for purpose solutions that deliver continually improved processes across the enterprise. This leader will be a hands-on leader, with proven track record in Global RFP, vendor change implementation and HR digitalized process transformation, who has the eye for details and strategic vision to help us build a roadmap to get there.

• Strategy Development: Develop and implement a comprehensive service delivery excellence strategy that aligns with the company’s objectives and values. This includes supporting the implementation of a Global Payroll Strategy, leading the team through process transformation, and deploying the project team resources to support global people team projects and strategic initiatives across Visa.
• Stakeholder Engagement: Collaborate with People Business Partners, Centers of Excellence and employee base to understand needs and ensure that service delivery aligns with customer expectations. Serve as a change champion within the business, supporting management/cross functional decisions by facilitating communication of changes to employees and leading the change management initiatives from inception to deployment and hypercare.
• Process and Service Analytics: Analyzes data from various sources (internal systems, feedback from key stakeholders, and customers) and proposes remedial action based on findings.
• Vendor Management: Oversee relationships with third-party service providers, ensuring they meet and maintain established performance standards. Review Vendor ISAE3402 / SOC 1 and/or SOC 2 reports and provide sign off or recommendations to payroll leadership and audit team.
• Continuous Improvement: Identify areas for process improvement and efficiency enhancement, implement best practices, and drive a culture of continuous improvement within the service delivery teams. Focus on business performance that eliminates waste, improves customer experience, increases quality, and contributes to VISA’s financial result
• Quality Assurance: Establish and maintain quality assurance processes to ensure that service delivery meets or exceeds predefined quality benchmarks and adheres to best practices.
• Performance Metrics: Develop and monitor key performance indicators (KPIs) to measure the effectiveness of service delivery, making data-driven decisions to enhance quality and efficiency.
• Knowledge Management: Design and lead execution of the strategy to curate and maintain global content within a knowledge base specific to people-related topics to ensure consistent and accurate information is delivered to employees across multiple regions.
• Team Management: Lead a broad, high-performing, and cross-functional team by providing mentorship, guidance and support to achieve departmental and organizational goals. Support operational team members and help them understand, adjust, and grow within a culture of continuous process improvement.
• Compliance and Quality Assurance: Ensure that Global Payroll & Equity Administration processes are delivered in compliance with relevant laws and regulations and that quality control standards are met. Lead Audit activities (SOX, Internal Audit, other financial regulatory audits) on behalf of the Global Payroll & Equity Administration function. Conduct auditing of implemented projects to ensure that process improvements are sustained and recommend a plan to correct any misalignment.
• Technology Integration: Leverage technology and systems to optimize HR service delivery, implementing new tools and platforms as needed.
• Demand and Capacity Planning/Forecasting: As Visa grows and evolves, and as we optimize and automate, forecast shared service human capital and automation demands to ensure our resources are deployed where they deliver the most value.
• Insights Reporting: Researches, analyzes, and prepares monthly/quarterly reports on trends, new initiatives/services and current program goals and progress.

Basic Qualifications:

• 12 or more years of work experience with a Bachelor’s Degree or at least 10 years of work experience with an Advanced degree (e.g. Masters/MBA /JD/MD), or a minimum of 5 years of work experience with a PhD

Preferred Qualifications:

• 15 or more years of experience with a Bachelor’s Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD), PhD with 9+ years of experience
• 8 years or more experience in Global Payroll operation management, with proven track record in successfully managing Global Vendor RFP, Global Vendor Change implementation related projects, etc.
• 8 years or more People manager experience in leading mid to large size team (10 or more), remote experience will be a plus
• Understanding key domains of equity administration and payroll controls, including audit and compliance management, change management, vendor control management, and system (change) controls
• Experience redesigning and simplifying processes to increase impact and ROI. Successfully led end-to-end process improvement projects, identifying enhancement opportunities, implementing solutions, and measuring results.
• Experience with and knowledge of change management principles, methodologies, and tools.
• Exceptional communicator, written and verbally, with outstanding active listening skills.
• Proven ability to coordinate and lead cross functional workgroups.
• Experience working with ambiguous data from diverse sources to identify trends, discover root causes, and justify improvement opportunities. Seeks to resolve ambiguity and make progress. Seeks guidance on how to adapt to changes and respond with composure and effectiveness.
• Experience influencing stakeholders across levels in dynamic organizations on long-term solutions.
• Power-user with process mapping tools (e.g., Visio) preferred.
• People Operations in a Shared Services model experience preferred.
• Proven experience implementing and adhering to best practices in knowledge management.
• Demonstrated ability to communicate effectively with internal and external stakeholders.
• Organizational process management, Project Management and Lean / Six-Sigma experience is preferred
• Understanding financial and operational fraud risk management