HR Operations Analyst
- Austin, TX
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.
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:
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
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
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
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
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
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
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
Experience working for a global company
Applicant Tracking System knowledge
Worked in a capacity of a project lead
All your information will be kept confidential according to EEO guidelines.