Job Description

The IT Business Performance/Process Improvement Manager position is within the Customer Experience and IT Service Manager Office of Corporate IT, a function that champions the technology needs of Visa staff.

This team works with technology and business partners to provide a center of excellence within the organization to drive efficiency, effectiveness and an exceptional user experience.

We are passionate about empowering our business user and supporting their success. We are looking for equally passionate people to lead a continuing journey of delivering world class technology, services, support, and experience to our colleagues.

Reporting to the Operational Excellence & Execution Director, this role will prioritize, lead, and execute problem solving, issue identification, and performance improvement projects. In addition, this role will oversee multiple workstreams and must collaborate with team to build hypothesis, conduct analysis, and develop executive-level presentations to share key findings and key recommendations.

We are seeking a Business Performance/Process Improvement Manager who has a mind for creating metrics, can lead critical re-engineering and/or financial forecasting and reporting efforts, and brings an internal consulting approach to their work, with the ultimate goal of improving both operating and financial performance.

ESSENTIAL FUNCTIONS:

• "Own" day-to-day project management and delivery of entire engagement and impactful recommendations and provide coaching to customer teams as they implement recommendations.
• Scope problems, identify major issues and actionable opportunities, design solutions, and quantify potential bottom-line financial and/or operational impact.
• Work with team to develop workplans to test / evaluate strategies and insights which could span process improvement, financial forecasting and reporting, organizational change, and functional strategy.
• Drive performance improvement through improved end-to-end process design and management.
• Drive quality, cost, service delivery projects using formal financial forecasting and reporting models such as Total Cost of Ownership (TCO) and/or process improvement methodologies such as Lean, Six Sigma and Capacity Planning.
• Advise and influence business partners on key business decisions and major change initiatives.
• Develop deep trust-based advisor relationships with key client stakeholders and ensure client is satisfied throughout engagement.
• Lead interview campaigns, working sessions, and senior client presentations; maintain composure and presence in difficult client situations.
• Lead one or more client projects, including collaborating with clients to build hypothesis sets, analysis, and roadmaps for solutions.
• Help with mentoring other team members (will not have any direct reports).
• Identify potential roadblocks / obstacles and escalate issues as needed.
• Serves as a catalyst for Business Performance / Process Improvement

Qualifications

BASIC QUALIFICATIONS:

• 4 years of 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 degree

PREFERRED QUALIFICATIONS:

• The ideal candidate will have an MBA and 6+ years experience at a management consulting firm, in an internal consulting or process re-engineering role or 8+ years of experience in one  in lieu of an MBA.
• Demonstrated process improvement experience required with formal Lean/Six Sigma certification a plus.
• Demonstrated financial forecasting and reporting experience required with Total Cost of Ownership (TCO) experience a plus.
• Data analytics and reporting experience.
• Problem solving skills - Superior ability to structure and scope complex problems, apply a range of analytical tools, gain and synthesize insights and develop solutions.
• Client management skills - Advanced ability to closely partner with senior leaders and other stakeholders on projects.
• Project management skills - Proven ability to frame projects and establish required governance to move projects forward.
• Communication skills - Strong written and oral executive-level communications skills.

Additional Information

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, reach with hands and arms, and bend or lift up to 25 pounds.

TRAVEL REQUIREMENTS:

• This position requires the incumbent to travel for work >5% of the time.

WORKING HOURS:

• The incumbent will be required to work during core business hours

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.