People Solutions Manager - Philippines Lead

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

The Philippines Lead will oversee Global People Solutions for the Philippines region as part of a global team supporting over 20,000 plus employees. This leader is responsible for ensuring high quality efficient and consistent HR back office service delivery by managing a team of professionals driving operational excellence and building a culture of continuous improvement. The Manager partners closely with regional and global counterparts including hubs in North America and India and collaborates with stakeholders across Centers of Excellence to execute on operational plans and transformation initiatives.

Key Responsibilities:

Operational Leadership  Service Delivery  

• Oversee daily back office Global People Solutions operations for the Philippines ensuring timely accurate and compliant responses to employee HR queries including payroll benefits and employee support.
• Manage the intake triage and assignment of cases in the case management tool e.g. ServiceNow ensuring data accuracy and integrity in global HRIS e.g. Workday.
• Ensure the team resolves or escalates complex payroll and benefits issues appropriately and supports employment verification and documentation requests globally.
• Drive execution of new HR People program launches and support annual HR events projects and MA activities.

People Management  Team Development  

• Build lead and develop an inclusive engaged high performing team through effective recruiting onboarding coaching training and ongoing performance management.
• Set clear goals provide regular feedback conduct one on one and support career growth and professional development plans for team members.
• Foster a culture of continuous improvement accountability and excellence.

Process Improvement Transition  Knowledge Management  

• Lead the transition and integration of new processes or workstreams into Global People Solutions including planning documentation resource mapping and training.
• Analyze design and document functional requirements and step by step workflows for operational processes.
• Identify recommend and implement process improvements supporting system user acceptance testing as required.

Stakeholder Engagement Cross Functional Collaboration  

• Build strong working relationships with internal COE teams e.g. People Business Partners, HRIT, Payroll, Benefits, managers, employees and external vendors.  
• Serve as a subject matter expert and escalation point for complex data errors or process issues impacting data integrity and reporting. 
• Communicate effectively and influence functional leadership across geographies.  

Metrics Reporting Quality Assurance  

• Own and drive accountability for service delivery metrics SLAs and KPIs ensuring consistent high quality employee experience.
• Develop and share meaningful reports and data insights with stakeholders using metrics to demonstrate and communicate Global People Solutions value.
• Deliver on internal quality assurance programs monitoring performance against SLAs volume customer satisfaction and quality standards.

Compliance  Risk Management  

• Ensure all processes are compliant with company policies local labor law and data privacy requirements.
• Proactively identify and mitigate operational risks within the scope of Global People Solutions.

Other market specific deliverables

• Handle local Onboarding tasks like arranging NEO (New Employee Orientation), triggering emails for obtaining various documents prior to employee joining, and any other related tasks.
• Administration of local Benefits:
  • Administer the locally-mandated Benefits like SSS, PhilHealth etc
  • Administer Visa Benefits eg. Gym subsidy, Education Assistance program etc

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications

• 8 or more years of relevant work experience with a bachelors degree or at least 6 years of relevant work experience with an Advanced Degree e.g. Masters or MBA.
• Experience using enterprise scale HRIS like Workday or similar and Case Management systems like ServiceNow or similar.

Preferred Qualifications

• Knowledge of people functional policies and practices within a Global Shared Services model.
• Skilled in the utilization and management of enterprise level systems such as Workday and ServiceNow other comparable software tools acceptable.
• Experience managing people projects and is passionate about improving operational excellence employee experience and approaches problems from a programmatic perspective with a bias for action capable of breaking down complex problems to make data driven decisions.
• Proven ability to standardize and reengineer people processes that help build scale.
• Proven ability to document in writing step by step procedures and process flows ensuring knowledge bases are updated and accurate throughout the year.
• Collaborative style and a good team player with a strong customer focus mindset that focusses on employee experience and continuous improvement for all processes.
• Proven track record of managing the partnerships with COEs.
• Experience with successfully transitioning work to People HR Shared Services.
• Experience developing metrics and setting targets using engaging presentation methods and tools.
• Strong communicator who can deliver impactful presentations to leadership
• Exposure to digital automation tools such as RPA cognitive machine learning AI etc.
• Proficient in Microsoft Office products with emphasis on MS Excel Visio Word and PowerPoint.

Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.