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HR Operations Analyst

Visa - Austin, TX

Job Description


The HR Shared Services Analyst will be responsible for activities of

functional area without direct reports. The analyst will be responsible for supporting

the HR Operations manager by leading the transition projects, process

improvements as well as knowledgebase update projects. This role will assist

the Operations Manager in designing training programs for the team to enable

the delivery of a high level of customer service to the business, in accordance

with agreed service level agreements. The person will be responsible for

fostering an environment that focuses on continuous improvement.

Essential Duties and Responsibilities include:


Leading the end-to-end transition plan for work into Shared Services from HR partners’ globally

Confirming resource planning for the tasks scheduled to be transitioned

Monitoring activities such as training, shadowing,documentation

Responsible for providing a weekly report out to management on transition status

Process Improvement:

Reviewing existing processes to analyze scope for reengineering

Managing process change and leading process redesign initiatives

Monitoring, measuring and providing feedback on the new process performance

Leveraging technology wherever possible to get scale

Working with IT & HRIS to put requirements

Quality Control

Responsible for key Metrics related the case management system that helps measure team members’ performance against SLA’s, volumes and quality.

Doing a regular follow-up with COEs by using the pending tickets report to ensure


Work with the manager to create a training plan for the team.

Training the team members to ensure optimum performance and consistency in delivery that

promotes a culture of excellent customer service

Responsible for enhancing Tier 1 support by facilitating knowledge transfer from COEs

Manage Escalations

Responsible for managing all escalation and doing a root cause analysis issues for questions that Tier 1 & Tier 2 cannot respond to.

Tracking & reporting escalations and updating the team’s knowledge


Responsible for updating and tracking the knowledge base to

enable team to take ownership of a higher percentage of inbound inquiries.

Actively identifies opportunities for educating team to increase Tier 1 support

Job Requirements:



Bachelor’s Degree in Human Resources or Business Administration

Must have at least 5 plus years of progressive Human Resources experience

Previous experience of an HR Shared Service Centre with a strong customer service focus

Knowledge of HR functions specifically benefits, payroll, HR policies and practices

Experience with the HR Shared Services tools: Workday & Case Management system

Experience being global and scalable solutions that are customer centric.

A strong team player who is highly organized, analytical, uses logic to solve problems

Strong communication, organizational and customer service skills

Proven ability to work successfully in a fast-paced environment while maintaining good relationships with co-workers and supervisors

Proven ability to standardize and re-engineer HR processes


Experience working for a global company

HRIS experience

Workday experience

Applicant Tracking System knowledge

Worked in a capacity of a project lead

Additional Information

All your information will be kept confidential according to EEO guidelines.

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Location: Austin, TX

Company Profile:
Visa connects consumers, merchants and financial institutions around the world with products and services that make payments more convenient and more secure.