Job 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
Visa’s People Shared Services team supports more than 30,000 employees globally across multiple locations and geographies and plays a critical role in ensuring a best-in-class employee experience. The Associate Analyst role is primarily responsible for processing employee data changes, supporting program execution, handling Verification of Employment requests, managing employee file records, and responding to inquiries related to employee data accuracy and HR operations.
In addition, this role will provide Tier 1 support for payroll-related inquiries, serving as a first point of contact for employees by addressing common payroll questions, resolving routine payroll issues, and providing consultation and guidance on payroll processes, policies, timelines, and pay-related concerns. The role will work in close partnership with Payroll, HR, Benefits, Compensation, and other Centers of Excellence to ensure accurate, timely, and employee-focused resolution of inquiries and transactions.
Our team partners closely with our Centers of Excellence teams, fostering a culture of continuous improvement while guaranteeing an efficient and consistent approach to the execution of our People Shared Services operational goals.
This role reports to the Manager, People Shared Services.
Key Areas of Responsibility:
- Support global programs/processes such as Timely Termination Processing, HR Privileged Access Assignments, Team Reporting, and Audit Controls
- Analyze and resolve simple to moderately complex data processing requests related to employee transfers, terminations, personal demographic updates, Verification of Employment requests, and other employee lifecycle transactions
- Serve as a Tier 1 support resource for payroll operations, responding to employee payroll inquiries related to topics such as:
pay dates and pay cycles
earnings and deductions
time and attendance/pay input questions
direct deposit updates
tax form and withholding questions
final pay inquiries
payroll corrections and escalations
paycheck discrepancies and general payroll policies/processes
- Provide first-level consultation and guidance to employees on payroll-related matters, ensuring inquiries are addressed clearly, accurately, and in a timely manner, while escalating complex issues to Payroll or the appropriate partner team when needed
- Make appropriate system updates and adjustments per approved requests and communicate progress and outcomes to requestors in a timely and efficient manner, utilizing strong customer service skills
- Use internal tools such as the case management system (ServiceNow), HRIS (Workday), and vendor tools (Smart Recruiters, ADP, Guardian, etc.) effectively to research inquiries, determine next steps, and deliver accurate resolutions
- Partner closely with Payroll, HR, Benefits, Compensation, HR Business Partners, People Managers, employees, internal COEs, and vendors to support operational excellence and a seamless employee experience
- Support cyclical HR and payroll events that impact employees, such as annual review/promotions, payroll deadlines, year-end activities, and other employee-impacting processes
- Maintain and improve the team knowledge repository to increase ownership of inbound inquiries, including payroll-related FAQs, standard responses, and process documentation
- Identify trends in employee questions and recommend improvements to workflows, training materials, and knowledge documentation
- Assist in making recommendations related to training documentation, process gaps, and opportunities for continuous improvement
- Establish and maintain collaborative and respectful partnerships with COEs in HR, Payroll, Benefits, Compensation, and others to improve operations, streamline work processes, and jointly provide a high-quality employee experience
- Handle unexpected transactions and service requests with flexibility and professionalism
- Maintain discretion and adhere to strict confidentiality and data privacy standards
This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.
Qualifications
Basic Qualifications:
- Bachelor's degree, OR 3+ years of relevant work experience
Preferred Qualifications:
- Bachelor's degree, up to 5 years of relevant work experience
High School diploma or equivalent
3-5 years of relevant work experience
3-5 years of relevant work experience in HR shared services, employee services, payroll operations, or a related function
Experience using enterprise-scale HRIS tools such as Workday, PeopleSoft, ADP, or similar systems
Experience using an HR case management system such as ServiceNow
Experience supporting HR operations, employee services, or payroll operations in a shared services, HR, or payroll environment
Experience handling employee payroll inquiries, resolving routine pay-related issues, and escalating more complex payroll matters appropriately
General knowledge of HR and payroll functional policies and practices within a Global Shared Services model
Working knowledge of payroll operations, including pay cycles, earnings and deductions, direct deposit, tax withholding basics, final pay, and common employee payroll questions
Demonstrated ability to provide Tier 1 payroll support and explain payroll processes, policies, and resolutions to employees in clear, simple, and professional language
Familiarity with enterprise systems such as Workday, ServiceNow, ADP, and other comparable software tools
Ability to work in a fast-paced, high-volume environment with a strong focus on quality assurance and meeting established KPIs/SLAs
Strong customer service orientation with a focus on employee experience, issue resolution, and continuous improvement
Strong communication skills with the ability to deliver clear, easily understandable resolutions to employees and internal teams in common/natural language
Strong attention to detail, sound judgment, and ability to maintain confidentiality when handling sensitive employee and payroll information
Proficient in Microsoft Office products, including PowerPoint, Excel (PivotTables, VLOOKUPs), and Power BI
Able to work Monday to Friday and be available for meetings with teams in the US, APAC, CEMEA, and Europe when required
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.