Manager, Global People Solutions - Total Rewards

About this role

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

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. Global Total Rewards Service Strategy & Delivery • 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.

Operational Excellence & Continuous Improvement • Drive operational excellence across all supported services through effective workload management, process optimization, and performance management. • Monitor and manage key service metrics including SLAs, case volumes, resolution times, quality scores, customer satisfaction, backlog trends, and escalations. • Utilize operational analytics, employee feedback, and service insights to identify risks, opportunities, and improvement actions. • Lead process improvement initiatives that simplify employee interactions, improve service quality, and increase operational efficiency. • Apply structured problem-solving methodologies to improve performance outcomes and eliminate recurring operational pain points. • Partner with GPS leadership to identify opportunities for standardization, scalability, and capacity creation.

Digital Transformation, Automation & AI Enablement • Champion Visa's digital-first support strategy by identifying opportunities to automate manual processes and improve employee self-service experiences. • Partner with HR Technology and Digital Experience teams to enhance digital assistants, workflow automation, employee self-service tools, and AI-enabled support capabilities. • Drive adoption of Generative AI tools, automation platforms, and scalable technologies that improve team productivity, case resolution quality, and employee experiences. • Monitor knowledge utilization, case deflection rates, self-service adoption, and digital channel effectiveness to identify optimization opportunities. • Promote effective use of technology across the team, including Workday, ServiceNow, Microsoft Copilot, Power Automate, reporting tools, and emerging AI capabilities. • Evaluate new technologies and process innovations that improve HR service delivery and opera

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