HR Operations Analyst

  • Austin, TX
  • Full-time

Company Description

Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa’s sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.

Job Description

Summary:

The HR Shared Services Analyst will be responsible for activities of
functional area without direct reports. The analyst will be responsible for supporting
the HR Operations manager by leading the transition projects, process
improvements as well as knowledgebase update projects. This role will assist
the Operations Manager in designing training programs for the team to enable
the delivery of a high level of customer service to the business, in accordance
with agreed service level agreements. The person will be responsible for
fostering an environment that focuses on continuous improvement.

Essential Duties and Responsibilities include:

Transition:

  • Leading the end-to-end transition plan for work into Shared Services from HR partners’ globally

  • Confirming resource planning for the tasks scheduled to be transitioned

  • Monitoring activities such as training, shadowing,documentation

  • Responsible for providing a weekly report out to management on transition status

Process Improvement:

  • Reviewing existing processes to analyze scope for reengineering

  • Managing process change and leading process redesign initiatives

  • Monitoring, measuring and providing feedback on the new process performance

  • Leveraging technology wherever possible to get scale

  • Working with IT & HRIS to put requirements

Quality Control:

  • Responsible for key Metrics related the case management system that helps measure team members’ performance against SLA’s, volumes and quality.

  • Doing a regular follow-up with COEs by using the pending tickets report to ensure

Training:

  • Work with the manager to create a training plan for the team.

  • Training the team members to ensure optimum performance and consistency in delivery that promotes a culture of excellent customer service

  • Responsible for enhancing Tier 1 support by facilitating knowledge transfer from COEs

Manage Escalations

  • Responsible for managing all escalation and doing a root cause analysis issues for questions that Tier 1 & Tier 2 cannot respond to.

  • Tracking & reporting escalations and updating the team’s knowledge

Knowledgebase

  • Responsible for updating and tracking the knowledge base to
    enable team to take ownership of a higher percentage of inbound inquiries.
    Actively identifies opportunities for educating team to increase Tier 1 support

Qualifications

Required:

  • Bachelor’s Degree in Human Resources or Business Administration

  • Must have at least 5 plus years of progressive Human Resources experience

  • Previous experience of an HR Shared Service Centre with a strong customer service focus

  • Knowledge of HR functions specifically benefits, payroll, HR policies and practices

  • Experience with the HR Shared Services tools: Workday & Case Management system

  • Experience being global and scalable solutions that are customer centric.

  • A strong team player who is highly organized, analytical, uses logic to solve problems

  • Strong communication, organizational and customer service skills

  • Proven ability to work successfully in a fast-paced environment while maintaining good relationships with co-workers and supervisors

  • Proven ability to standardize and re-engineer HR processes


Preferred:

  • Experience working for a global company

  • HRIS experience

  • Workday experience

  • Applicant Tracking System knowledge

  • Worked in a capacity of a project lead

Additional Information

All your information will be kept confidential according to EEO guidelines.