Director, Solutions Excellence

Company Description

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.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

The Director of Solutions Excellence will lead standardized continuous improvement processes across the Global People Solutions team. In partnership with other functional leads across the team, they will implement processes for managing a high quality of service delivery for global Visa employees.

Key Responsibilities:

Leadership:

• Leads Operational Excellence strategy and practices for the Global People Solutions team.

• Creates continuous improvement guidelines and processes for Global People Solutions team.

• Coaches and influences teams within Global People Solutions to enable and implement Solutions Excellence practices.

• Deliver governance for content and knowledge management strategies for employee self-resolution.

Self-Resolution (Tier 0):

• Deliver and support self-resolution content and knowledge management as part of service optimization processes across the team.

• Manage, create & curate global content within a knowledge base specific to people-related topics to ensure consistent and accurate information is delivered to employees across multiple regions.

Continuous Improvement:

• Establishes key performance indicators for all processes, identifies trends, root causes, and forecasts to ensure operations are on track to obtaining goals.

• Analyzes data from various sources (internal systems, feedback from key stakeholders, and customers) and proposes remedial action based on findings.

• Drives improvement and enforcement initiatives via smart workflows to secure operations excellence of people processes, including tech (e.g., automation) and non-tech (e.g., training) solutions.

• Guides discussions and facilitates workshops with stakeholders to refine the definition of success and identify current frustration.

• Defines business requirements using combined methods of interviews, document analysis, workshops, and workflow analysis to express the desired outcomes.

• Plans and delivers iterative workstreams using project management methodology to ensure intended outcomes are achieved.

• Develops and delivers multi-mode communications that convey a clear understanding to different audiences. Keeps audiences informed in a concise and professional manner.

• Regularly performs quality audits to ensure processes are running as designed, and to further continuous improvement.

• Researches, analyzes, and prepares quarterly reports on people trends, new people project suggestions and current program goals and progress.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

Basic Qualifications:
• 10 or more years of work experience with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/ MBA/JD/MD) or at least 3 years of work experience with a PhD
• Proficient in people technology systems and software.

Preferred Qualifications:
• 12 or more years of work experience with a Bachelor’s Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
• Successfully led end-to-end process improvement projects, identifying enhancement opportunities, implementing solutions, and measuring results.
• 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