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.

Essential Duties and Responsibilities:

• Manage team members’ work schedules and monitor both individual and team performance against agreed business SLA’s for the Manila team

• Training the team members to ensure optimum performance, setting stretch goals to improve standards and promoting a culture of excellent customer service

• Manage escalation point for queries from team members and issues raised owning maintenance and development of processes and services, ensuring continued compliance with agreed SLA’s

• Responsible for all key reporting and Metrics for the Contact Center Team. Ensuring that all metrics and analytics are tracked and utilized, to demonstrate the value of the team and the contribution it makes to the overall performance of the department

• Maintain expertise and knowledge of HRSS best practice, creating an environment of continuous process improvement for all HR administrative processes

• Undertake regular reviews with key stakeholders to drive continuous improvement

• Own the transition plan for transitioning work into Shared Services from HR partners. Ensuring documentation of all activities and tasks that are part of the transition plan.

• Support all HR program rollout both global and local by partnering with COE

• Have a fairly good understanding of local government mandated benefits (Manila)

• Partner with other HR departments to promote team alignment. Work with HR process owners and HR Business Partners to support new services.

• Responsible for updating the knowledge base to enable team to take ownership of a higher percentage of inbound inquiries. Actively identifies opportunities for educating team.

• Continually evaluate existing work processes to ensure the most effective use of resources.

• Oversee transactional work that will include but is not limited to the following areas: Total Rewards, Talent Acquisition, Talent Management and basic HR services.

• Work with HR teams to identify and execute opportunities to innovate and improve effectiveness and efficiencies

• Stay abreast of changing regulations to be able to provide guidance and direction to teams and develops strategies to mitigate risk exposure and changing regulations

• Bachelor’s Degree in Human Resources or Business Administration

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

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

• Some knowledge of HR policies and practices for Philipines

• Experience with the following HR Shared Services tools: CORE HCM, Case Management, Document Management, Phone and Knowledge Management systems

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

• A logical, problem solving approach

• Highly organized and a strong team player

• 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

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of Article 49 of the San Francisco Police Code.

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