Visa—Associate, People Solutions (Workday, ServiceNow, EU experience, LOA)

Job description

Description: 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 Team Summary: This role supports Visa’s EU People Solutions operations by delivering high-quality employee and manager support, executing regional HR programs, maintaining compliant and consistent processes, and using data-led insights to improve service delivery. The Associate will partner across EU stakeholders, Centers of Excellence, People Business Partners, Payroll, Benefits, Mobility, Legal, Compliance, vendors, and regional teams to deliver accurate, timely, and employee-focused People Solutions support across a complex regional operating environment. What a People Solutions Associate does at Visa: Employee & Manager Support and Program Execution (60%): - Serve as the first point of contact for EU employees and managers, managing HR queries through ServiceNow and ensuring timely, accurate resolution or escalation. - Apply EU operating context when supporting employee lifecycle processes, including market-specific policies, documentation requirements, approval flows, payroll impacts, and compliance considerations. - Maintain accurate employee and organizational data in Workday, resolving data discrepancies and supporting strong data integrity across HR systems. - Maintain EU process documentation, knowledge articles, FAQs, and self-service content to improve consistency, reduce repeat queries, and support scalable service delivery. - Support recurring people processes, including annual review, benefits activities, onboarding, leave of absence, employment letters, and other employee lifecycle activities. Regional Program Delivery & Stakeholder Partnership (20%): - Partner with PBPs, Centers of Excellence, Payroll, Benefits, Mobility, Legal, Compliance, vendors, and regional stakeholders to execute EU people programs and resolve escalated employee matters. - Support EU employee data, audit, compliance, vendor, and regulatory-related requests with accurate, timely, and well-controlled responses. - Lead or support regional people initiatives, process transitions, documentation readiness, training, shadowing, and operational change management. - Translate regional requirements into practical process actions, ensuring delivery aligns with EU governance, stakeholder expectations, and business priorities. Metrics, Data Intelligence & Quality Assurance (20%): - Build and maintain service delivery metrics across EU People Solutions workstreams, including volumes, SLA performance, ageing, reopen trends, quality outcomes, and employee experience indicators. - Derive actionable intelligence from HR data by identifying patterns, root causes, process gaps, risk areas, and opportunities to improve service effectiveness and stakeholder decision-making. - Support quality assurance activities, including case reviews, process adherence checks, documentation audits, trend reporting, and recommendations to strengthen accuracy, consistency, and compliance. - Prepare clear reporting and insights for stakeholders to demonstrate service performance, operational risks, and improvement progress. Why this is important to Visa: This role is critical to strengthening EU People Solutions delivery by ensuring employees and managers receive timely, accurate, and consistent HR support across a complex regional operating environment. By combining frontline HR support, regional program execution, data intelligence, and quality assurance, the Associate helps improve employee experience, reduce operational risk, strengthen compliance, and enable better decision-making for People Solutions leaders. Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager. Qualifications Basic Qualifications: - Bachelor’s Degree with 6+ years of relevant HR/People Operations experience, or a Master’s/Advanced Degree with at least 2 years of relevant experience. - Hands-on experience with Workday and ServiceNow in an HR Shared Services or Global People Services environment. - Proven experience as a first-line HR/People Operations contact, including intake, triage, and resolution of employee and manager queries. - Prior experience supporting HR/People Operations for the EU region is required, with exposure to employee lifecycle processes, compliance considerations, and stakeholder support. - Ability and willingness to work within complex EU operating processes, including market-specific policies, documentation requirements, approval flows, and process variations across the region. - Ability and willingness to work an afternoon shift aligned to EU business hours (1pm IST to 10pm IST). Preferred Qualifications: - Strong quality control orientation, with experience using metrics and KPIs to measure service delivery, identify trends, and drive improvements. - Ability to manage competing priorities across stakeholders, time zones, and regional nuances while maintaining accuracy, confidentiality, and a strong employee experience. - Proficiency in one or more EU languages, such as French, German, Polish or similar, in addition to English is a strong advantage. - Strong interest in using AI-enabled tools, automation, and data insights to improve HR service delivery, simplify processes, enhance quality checks, and support better decision-making. - Experience contributing to HR transformation initiatives, including process simplification, automation, service delivery improvements, and transition of new work into Shared Services. 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.