Manager, Workforce Planning

Overview

Lead global back-office People operations for Visa's Operational Workforce Planning team, supporting a global employee population of 30,000+ with primary service hubs in North America and India. Reports to the Director, Operational Workforce Planning.

What you'll do

• Lead a team responsible for the accuracy, integrity, and timely processing of employee and organizational data within Operational Workforce Planning.
• Partner with Centers of Excellence, managers, employees, and external vendors to support efficient and compliant back-office operations.
• Manage intake, triage, assignment, and resolution of employee inquiries through ServiceNow (or similar systems).
• Ensure employee and organizational data in Workday is updated accurately and in a timely manner.
• Design and document functional requirements, step-by-step procedures, workflows, and process improvements.
• Support Workday user acceptance testing for People processes and system enhancements.
• Provide functional process expertise within Workday (not a Workday technical configuration role).
• Perform project management activities for annual People programs, key operational initiatives, mergers and acquisitions, and other enterprise priorities.
• Coordinate with internal stakeholders to identify and resolve complex data errors and inconsistencies.
• Lead the team in meeting or exceeding operational goals, service levels, and quality standards.
• Conduct regular one-on-one meetings to provide coaching, feedback, performance guidance, and career development support.
• Manage performance issues and disciplinary actions as appropriate.
• Support team member growth through development planning, skill building, and ongoing feedback.
• Foster an inclusive, collaborative, high-performing team culture through effective recruiting, onboarding, training, coaching, and team-building.
• Build and sustain an engaged, diverse, and accountable team; promote continuous improvement, ownership, and service excellence.
• Build strong working relationships with People Business Partners, People Information Systems/HRIT, Payroll, Benefits, Centers of Excellence, and other cross-functional teams.
• Serve as a trusted operational partner and escalation point for complex People Shared Services matters.
• Lead the transition and integration of new work into the People Shared Services model, including transition planning, resource mapping, knowledge transfer, and implementation.
• Develop training materials, process documentation, and operational playbooks.
• Drive a metrics-based approach to managing Shared Services operations, monitoring case volumes, turnaround times, SLA performance, customer satisfaction, and quality trends.
• Create and share reports and operational insights with stakeholders.
• Oversee ongoing training and documentation for all processes within the team's scope, ensuring procedures and knowledge articles are accurate and current.
• Lead quality control efforts, manage an internal quality assurance program, identify root causes of errors, and implement corrective actions and continuous improvement initiatives.

What you'll need

• 5 or more years of relevant work experience with a Bachelor's 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.
• Experience leading HR operations, People Shared Services, or back-office employee support teams.
• Strong people management, coaching, and performance management skills.
• Demonstrated ability to manage global operations across multiple regions or service hubs.
• Strong analytical, problem-solving, and process improvement skills.
• Experience using operational metrics, SLAs, and quality standards to manage performance.
• Excellent stakeholder management, communication, and influencing skills.
• Ability to manage multiple priorities in a fast-paced, matrixed environment.
• Experience with Workday and case management tools such as ServiceNow.

Nice to have

• 6 or more years of work experience with a Bachelor's 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.
• Expertise in operational workforce planning methodologies, including headcount forecasting, capacity planning, and scenario modeling.
• Familiarity with AI-enabled planning tools or automation capabilities that enhance workforce analysis and reporting efficiency.
• Experience applying organizational design principles, such as span of control or layers analysis, to support headcount and structural decisions.

Details

• Location: Bengaluru, India.
• Visa is an EEO Employer.