Senior Manager, Process Improvement

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

At Visa, our talented people are the driving force behind our continued success and growth. As part of the People Team, our mission to recruit, engage, develop, and empower top talent has never been more critical.

Within the People Team, the Process Excellence group plays a pivotal role in reengineering and reimagining our processes to support Visa’s 2030 growth agenda. We design and implement optimized end to end workflows, intelligent automation, and data driven performance systems that deliver speed, scalability, efficiency, and exceptional employee experiences. By embedding operational excellence into our People processes, we ensure that every improvement directly supports Visa’s long term strategic objectives.

As a key member of the Process Excellence team, you will be responsible for driving continuous improvement within the People Teams global processes. This is an individual contributor role, reporting to the Senior Director of Process Excellence. The position offers high visibility and frequent collaboration with stakeholders and senior leaders across the People function to achieve workstream objectives aligned with the Visa People 2030 goals.

Essential Functions

• Serve as the primary process improvement partner for assigned business areas and processes.
• Conduct stakeholder interviews, independent research, and value stream analysis to understand current processes and identify pain points, challenges, and opportunities.
• Create process documentation and process maps, gather relevant data and metrics to support process assessments.
• Design optimized future-state processes in collaboration with stakeholders and technology partners to improve efficiency, effectiveness, and overall experience.
• Leverage technology, including automation and AI where appropriate to enhance process performance.
• Develop materials to communicate the process improvement story using relevant data, facts, and impact analysis.
• Conduct risk assessments to identify and mitigate process risks, implementing appropriate governance and controls.
• Apply change management strategies to ensure redesigned processes deliver a seamless experience for all stakeholders.
• Manage and coordinate key process milestones and activities. Communicate progress, risks, and escalations to stakeholders and leadership.

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

Basic Qualifications

• 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD

Preferred Qualifications

• 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• Experience with process improvement methodologies, data analysis and managing complex improvement initiatives
• Lean or Six Sigma certification strongly preferred.
• Proven track record in leading end to end transformations, including current state mapping, root cause and impact analysis, future state design, piloting, rollout, and sustainment.
• Expertise in continuous improvement methodologies (e.g. Lean, Agile, Kaizen, Six Sigma).
• Skilled in developing KPI dashboards to measure efficiency, quality, cost, and customer experience.
• Data-driven decision-making skills, advanced Excel (Power Query or Pivot) required. Proficiency with SQL, Tableau, or Power BI is a plus.
• Strong stakeholder management experience, including alignment, communication planning, training, and adoption tracking.
• Ability to navigate ambiguity and rapidly changing priorities, framing issues, setting direction, and adapting plans while maintaining momentum.
• Demonstrated success in delivering measurable customer experience and productivity improvements in global, matrixed organizations.
• Strong communication skills with the ability to synthesize technical and business information for executives, peers, and front line teams.
• Self-starter with high personal accountability and strong executive presence. •Capable of managing multiple concurrent initiatives while upholding the highest ethical standards.
• Proficiency in Excel and PowerPoint.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 128,000.00 to 185,700.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.