{"id":4228911,"url":"https://alion.io/job/visa-manager-workforce-planning","title":"Manager, Workforce Planning","company":{"id":83,"name":"Visa","domain":"visa.com","url":"https://alion.io/company/visa","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":84,"open_postings":135,"ghost_share":0.022,"stale_share":0.541,"repost_share":0.059,"time_to_fill_p50_days":34,"computed_at":"2026-11-12T10:38:37Z"}},"role":"HR","role_family":"HR","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-11-13T09:00:15Z","employer_posted_date":"2026-11-13","last_verified_at":"2026-11-13T09:00:15Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About Us\nVisa 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.\nAt 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.\nJoin Visa and do work that matters - to you, to your community, and to the world. Progress starts with you.\nJob Description\nThe Manager, Operational Workforce Planning is responsible for leading global back-office People operations that support stakeholders across the organization. With primary service hubs in North America and India, this role oversees operational support for a global employee population of 30,000+ employees.\nThis leader will focus on building a culture of continuous improvement, operational excellence, and consistent employee experience. The Manager will partner closely with counterparts in India, the Americas, and other global regions to ensure successful execution of People Shared Services goals, service delivery standards, and process improvements.\nThis role reports to the Director, Operational Workforce Planning.\nEssential Functions\nLead Back-Office WFP Operations\nLead a team responsible for maintaining the accuracy, integrity, and timely processing of employee and organizational data within Operational Workforce Planning. Partner closely with internal Centers of Excellence, managers, employees, and external vendors to support efficient and compliant back-office operations.\nKey responsibilities include:\nManage and direct the intake, triage, assignment, and resolution of employee inquiries through the case management platform, ServiceNow (or similar systems).\nEnsure employee and organizational data maintained in the global HRIS, Workday, is updated accurately and in a timely manner.\nDesign and document functional requirements, step-by-step procedures, workflows, and process improvements.\nSupport Workday user acceptance testing for People processes and system enhancements.\nProvide functional process expertise within Workday; this is not a Workday technical configuration role.\nPerform project management activities in support of annual People programs, key operational initiatives, mergers and acquisitions, and other enterprise priorities.\nCoordinate with internal stakeholders to identify, research, and resolve complex data errors and inconsistencies that may impact data integrity, reporting, or employee experience.\nLead the team in meeting or exceeding defined operational goals, service levels, and quality standards.\nConduct regular one-on-one meetings to provide coaching, feedback, performance guidance, and career development support.\nManage performance issues and disciplinary actions as appropriate.\nSupport team member growth through development planning, skill building, and ongoing feedback.\nLeadership and Team Development\nFoster an inclusive, collaborative, and high-performing team culture through effective recruiting, onboarding, training, coaching, and team-building practices.\nResponsibilities include:\nBuild and sustain an engaged, diverse, and accountable team.\nPromote a culture of continuous improvement, ownership, and service excellence.\nProvide clear direction, expectations, and performance feedback.\nEncourage professional development and career growth among team members.\nModel inclusive leadership behaviors and support a positive employee experience within the team.\nStakeholder Engagement and Communication\nBuild strong working relationships with key internal stakeholders, including People Business Partners, People Information Systems/HRIT, Payroll, Benefits, Centers of Excellence, and other cross-functional teams.\nResponsibilities include:\nPartner with stakeholders to understand business needs, resolve operational issues, and improve service delivery.\nCommunicate effectively with colleagues within and outside the People function.\nInfluence functional leaders and stakeholders to drive alignment, adoption, and process consistency.\nServe as a trusted operational partner and escalation point for complex People Shared Services matters.\nTransition of New Processes into Shared Services\nLead the transition and integration of new work into the People Shared Services model.\nResponsibilities include:\nSupport transition planning, resource mapping, knowledge transfer, and implementation.\nDevelop training materials, process documentation, and operational playbooks.\nCoordinate shadowing, handoffs, and readiness activities with stakeholders and team members.\nEnsure new processes are scalable, clearly documented, and aligned with Shared Services standards.\nMetrics, Reporting, and Operational Execution\nDrive a metrics-based approach to managing Shared Services operations and demonstrating business value.\nResponsibilities include:\nEnsure the team meets day-to-day performance metrics, service level agreements, and quality expectations.\nMonitor case volumes, turnaround times, SLA performance, customer satisfaction, and quality trends.\nUse data and reporting to identify opportunities for process improvement and service enhancements.\nCreate and share meaningful reports and operational insights with stakeholders.\nLeverage metrics to communicate Shared Services impact, performance, and value.\nTraining and Documentation\nOversee ongoing training and documentation for all processes and activities within the team’s scope of work.\nResponsibilities include:\nEnsure procedures, workflows, job aids, and knowledge articles are accurate, current, and accessible.\nEstablish documentation standards and maintain process consistency across locations.\nSupport continuous learning through training refreshers, onboarding materials, and process updates.\nEnsure team members are equipped to deliver accurate, consistent, and compliant service.\nQuality Assurance and Continuous Improvement\nLead quality control efforts to ensure operational accuracy, service consistency, and a positive employee experience.\nResponsibilities include:\nManage an internal quality assurance program using key metrics and performance indicators.\nMeasure team performance against SLAs, volume trends, customer satisfaction, and quality standards.\nIdentify root causes of errors, service gaps, and process inefficiencies.\nImplement corrective actions and continuous improvement initiatives.\nPromote a culture of quality, accountability, and operational excellence.\nQualifications\nBasic Qualifications\n5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD\nExperience leading HR operations, People Shared Services, or back-office employee support teams\nStrong people management, coaching, and performance management skills\nDemonstrated ability to manage global operations across multiple regions or service hubs.\nStrong analytical, problem-solving, and process improvement skills.\nExperience using operational metrics, SLAs, and quality standards to manage performance.\nExcellent stakeholder management, communication, and influencing skills.\nAbility to manage multiple priorities in a fast-paced, matrixed environment.\nExperience with Workday and case management tools such as ServiceNow\nPreferred Qualifications\n6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD\nExpertise in operational workforce planning methodologies, including headcount forecasting, capacity planning, and scenario modeling\nFamiliarity with AI-enabled planning tools or automation capabilities that enhance workforce analysis and reporting efficiency\nExperience applying organizational design principles - such as span of control or layers analysis - to support headcount and structural decisions\nVisa is an EEO Employer\nQualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. 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