Vice President, HR Shared Services Transformation

  • Austin, TX
  • Full-time

Company Description

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You're an Individual. We're the team for you. Together, let's transform the way the world pays.

Job Description

The Vice President, HR Shared Services Transformation will lead Visa’s current HR Shared Services function and lead the effort to transform our HR support model.  Our current HR Shared Services team provides Tier 1 support to Visa employees globally, primarily focused on processing HR data transactions and answering general inquiries.  The team is comprised of ~30 employees, primarily located in our hubs in Austin, Texas and Bangalore, India.  In addition to leading the existing team, this role will have responsibility for leading the transformation of our overall HR support model, expanding the services provided by our Shared Services organization to provide a more holistic employee experience and enable our HR Business Partners and HR Centers of Excellence (COEs) to focus on driving our strategic talent agenda.  The primary responsibility in the first year will be the design and implementation of an enhanced shared services delivery model and partnership with our IT team in enabling greater self-service.

Essential Functions:

  • Foster a client-focused environment and mindset to ensure delivery of an exceptional employee experience
  • Lead a team of managers and individual contributors responsible for providing world-class HR support to Visa employees and managers globally
  • Lead the HR Support Transformation – a large, global project with impacts across the HR function.  Serve as the overall project leader, driving the integration across 3 key workstreams and their associated leaders:
    • HR Technology – Identify and implement an integrated tech solution to drive self-service, speed of resolution, and reduce ticket volume
    • Shared Services Evolution – Expand the scope of support provided by the Shared Services team to handle a greater number of employee inquiries and perform operational HR tasks
    • Manager Consultation – Establish a new team dedicated to providing HR generalist support to front-line managers
  • Design the Shared Services function of the future, including the following goals:
    • Deflection of 45% of current case volume via self-service
    • 80% of cases resolved upon first contact
    • Average case resolution time of less than 2 days
  • Build the resource plan to support the future Shared Services 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 Shared Services, oversee comprehensive process documentation, and ensure the HRSS team has the right skills, knowledge, and capability to deliver. 
  • Build an effective quality assurance program and a culture of continuous improvement.
  • Develop deep partnerships with Regional and Functional HRBPs and COE leaders.


Basic Qualifications

  • 12 years of work experience with a Bachelor’s Degree or at least 10 years of experience with an Advanced degree (e.g. Masters/MBA/JD/MD) or at least 8 years of work experience with a PhD

Preferred Qualifications

  • 12+ years in related field
  • Demonstrated expertise and knowledge in HR Shared Services
  • Strong project management capabilities and experience managing large, global transformation projects
  • Proven ability to make judgment calls and sound, ethical decisions displaying a heightened level of responsibility, confidentiality, integrity and professionalism
  • Strong attention to detail and high work standards in support of accurate, flawless delivery
  • Superior client service and interpersonal skills
  • Excellent verbal and written communication
  • Ability to operate collaboratively
  • Global experience

Additional Information

Travel Requirement:

  • This position requires the incumbent to travel for work 10% of the time; may vary based on location.

Mental/Physical Requirements

  • This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers, and reach with hands and arms.

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.

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