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 Onboarding Operations Manager is responsible for leading a team of onboarding professionals who support critical onboarding and employee transaction processes across multiple regions. This role ensures operational excellence through effective people leadership, workload management, quality oversight, and service delivery execution.
The successful candidate will be an experienced operations leader with strong process knowledge, a customer-focused mindset, and the ability to lead geographically dispersed teams in a fast-paced environment. They will partner closely with stakeholders across Talent Acquisition, HR, Payroll, Technology, and Global Onboarding to ensure a seamless and compliant experience for candidates, managers, and employees.
- Lead, coach, develop, and support a geographically dispersed team of onboarding specialists and analysts.
- Foster a culture of accountability, collaboration, customer service, and operational excellence.
- Conduct regular performance discussions, coaching sessions, and development planning activities.
- Drive employee engagement and create an inclusive, high-performing team environment.
- Support workforce planning, onboarding, training, and resource allocation activities.
- Oversee day-to-day onboarding and transaction support operations to ensure timely and accurate service delivery.
- Monitor workload distribution and capacity to ensure operational priorities and service levels are achieved.
- Manage escalations and resolve complex issues impacting candidates, hiring managers, or internal stakeholders.
- Ensure operational activities are executed consistently and in accordance with documented procedures and standards.
- Track and report on key service delivery metrics, turnaround times, backlog volumes, and operational risks.
Service Delivery & Quality
- Ensure a consistent, high-quality experience for candidates, hiring managers, and employees.
- Monitor operational quality and identify opportunities to improve accuracy, consistency, and customer satisfaction.
- Partner with team members to address recurring operational challenges and improve overall service delivery.
- Maintain strong controls and governance practices to support compliance and data accuracy.
- Serve as a primary operational contact for stakeholders across Talent Acquisition, HR Business Partners, Payroll, Technology, Compliance, and business leaders.
- Collaborate across teams to support successful onboarding outcomes and timely issue resolution.
- Provide frontline operational insights and feedback to process owners and transformation teams.
Systems & Process Execution
- Ensure effective utilization of Workday, ServiceNow, and related onboarding tools.
- Support implementation of process updates, system enhancements, and operational changes.
- Identify workflow challenges and provide recommendations to onboarding solutions leaders.
- Maintain operational documentation and ensure team adherence to established procedures.
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
Qualifications
Basic Qualifications:
- Strong experience in HR Operations, Shared Services, Talent Acquisition Operations, Employee Lifecycle Management, or a related operational field.
Preferred Qualifications:
- Proven experience leading, developing, and coaching people in a management capacity.
- Experience leading geographically dispersed or virtual teams.
- Strong working knowledge of Workday and ServiceNow.
- Experience managing operational workflows in a fast-paced, service-oriented environment.
- Experience leading onboarding, employee services, HR shared services, or operations support teams.
- Strong organizational and prioritization skills with the ability to manage competing demands.
- Experience working with service-level agreements (SLAs), operational metrics, and workload management.
- Excellent stakeholder management and communication skills.
- Ability to navigate ambiguity and make sound operational decisions.
- Strong problem-solving skills and attention to detail.
- Experience supporting global teams and collaborating across multiple time zones.
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.
