Vice President, People Solutions

About Us
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Job Description

The Vice President, People Solutions will lead and transform the global People Solutions / HR Shared Services function into a technology-first, GenAI-enabled, employee-experience-led organization.

This leader will drive the future People Solutions model by modernizing service delivery, re-engineering processes, expanding self-service, and enabling a more seamless employee and manager experience globally. The role requires a proven transformation leader with deep HR operations expertise, strong technology fluency, and the ability to lead global, cross-location teams through change.

The role reports to the SVP, Head of People Systems and Operations and is a key member of the Global Enterprise Transformation and Solutions team.

Key Responsibilities

• Lead the global People Solutions / HR Shared Services function and transform it into a world-class, integrated, technology-enabled service organization.

• Bring a technology-first and GenAI-first mindset to process re-engineering, automation, self-service, knowledge management, and service delivery redesign.

• Lead the People Solutions Transformation across three core workstreams:

  - People Systems: Implement integrated technology solutions that leverage emerging technologies, increase self-service, improve speed and accuracy, and reduce ticket volume.

  - People Solutions Evolution: Expand the scope of work handled by People Solutions, including more employee inquiries and operational People tasks.

  - Manager Consultation: Establish a team providing People generalist support to front-line managers.

• Design the People Solutions function of the future, with goals including:

  - 45% case deflection through self-service

  - 80% first-contact resolution

  - Average case resolution time of less than 2 business days

• Build the future resource plan and operating model, balancing centralized hub efficiencies with local market knowledge through a hub-and-spoke model.

• Lead global, cross-location teams across multiple regions, building strong leadership capability, accountability, and a continuous improvement culture.

• Re-engineer and harmonize processes globally, ensuring scalability, operational efficiency, compliance, and consistency.

• Build a strong quality assurance program and operational discipline around volume throughput, cost control, efficiency, and service quality.

• Partner effectively with People COEs, PBPs, technology, product, transformation, and business teams to deliver integrated solutions and enable the broader People function to focus on strategic talent priorities.

• Stay current on the evolving People technology landscape and help move the function from reactive service delivery to proactive, insight-led, leading People operations.

• Foster a client-focused, employee-experience-driven culture that improves ease of access, speed of resolution, and overall service experience.

• Build trusted relationships with senior stakeholders and managers, influencing through a strong partnering mindset.

Qualifications

Basic Qualifications:

• 18+ years of overall experience, ideally across HR shared services, People Operations, enterprise operations, transformation, HR technology, or related fields.

• 10+ years of leadership experience, including leading leaders and global, cross-location teams.

• Proven experience leading large-scale service delivery or process transformation in a global, matrixed environment.

• Strong understanding of HR / People technology, including case management, workflow automation, knowledge management, self-service, analytics, AI, and GenAI.

• Demonstrated ability to lead process re-engineering, harmonization, organization design, and operating model transformation.

• Strong partnership skills with technology, product, COE, PBP, and business stakeholders.

• Customer- and employee-experience orientation, with a strong focus on service excellence and measurable outcomes.

• Excellent stakeholder management, communication, influencing, and change leadership skills.

• Strong execution mindset with the ability to translate strategy into clear plans and deliver results through ambiguity.

• Bachelor’s degree required; advanced degree preferred.

Ideal Candidate Profile

The ideal candidate is a senior People Operations transformation leader who combines:

• A technology-first mindset

• A practical understanding of GenAI-enabled process redesign

• Experience leading global, cross-location teams

• Strong HR shared services and operating model expertise

• Deep commitment to employee and manager experience

• Ability to partner across technology, product, COE, PBP, and business teams

• Strong stakeholder management with a collaborative, enterprise-first approach

This leader should be able to challenge ways of working, simplify complexity, and build a future-ready People Solutions function that is scalable, proactive, insight-led, globally consistent, and locally relevant.

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.

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