Visa

Operational Excellence and Execution Director - Corporate IT

Visa

July 22, 2021

Company Description
As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.
At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.
You're an Individual. We're the team for you. Together, let's transform the way the world pays.
Job Description

JOB DESCRIPTION

The Director, Operational Excellence and Execution (OE&E) position is within the Employee Experience Lifecycle Team in Corporate IT, a function that champions the technology needs of Visa staff.
The Employee Experience Lifecycle Team (EELT):
Supports the success of our technology and business partners as champions of the user experience. Our mission is to drive exceptional quality, effectiveness, and efficiency of services to our users and business functions. Our vision is to evolve faster than the challenges, fill gaps that are yet unknown, and not only see around walls but knock them down. We achieve success skillfully, courageously, and collectively.
EELT supports an exceptional employee experience through an interconnected approach to the technology, processes and support that collectively deliver value.
At a high level, the experience cycle begins with OE&E to optimize business processes; then to Organizational Change Management (OCM) to ensure the success of solutions and user readiness; then to ensure production readiness, IT Service Management (ITSM) manages the transition to production; which is then measured by Reporting & Analytics to identify opportunities; and examined by OE&E as a continuous feedback and improvement loop.
OE&E Team:
The OE&E team identifies, recommends, and guides the implementation of opportunities that focus on measures of productivity, efficiency, cost reduction, and employee satisfaction. This team provides the center of excellence for Lean capabilities and continuous improvement. They enable our business partners to optimize resources through better employee engagement and streamlined processes.
Core services include:

  • Strategic Planning
  • Business Process Improvement (BPI)
  • Business Process Management (BPM)
  • Target Operating Model (TOM)

This team works with technology and business partners to drive efficiency, effectiveness, and an exceptional user experience. OE&E serves as thought leaders and internal consultants to our business while also executing when needed to facilitate workshops, map processes, and identify waste areas and automation opportunities. They are both consultative and hands on.
OE&E Director:
This role has a significant impact on the success of the overall transformational journey of Corporate IT. This leader will bring strategic and tangible improvements while maturing the practice within CIT.
The IT Operational Excellence and Execution Director will lead a small team to evolve Visa’s capability in Operational Excellence and continuous improvement. This leader will define frameworks and operating principles for how Visa applies key operational excellence methodologies, such as LEAN, Six Sigma, and Business Process Management.
Key Job Responsibilities:
  • Lead and build a high performing team that can deliver on multiple initiatives simultaneously
  • Mature and continue to build a team that leverages the skills of staff while identifying a target organization.
  • Engage and consult with leaders in the business to identify and understand their continuous improvement challenges and make recommendations for action, including maintaining a log of improvement opportunities
  • Assess the maturity of Visa’s top global processes and work with process owners to develop action plans to improve maturity scores
  • Be a thought leader for the enterprise on operational excellence and continual improvement, establishing common frameworks, terminology, and taxonomy
  • Chair the Lean Council, a centralized coalition of leaders across the organization to drive operational efficiency and continuous improvement at Visa, focusing on sharing insights and best practices, establishing standards, aligning, and engaging employees around strategic goals and plans.
  • Establish a Lean Ambassador network across Visa to evangelize our focus on continuous improvement, and create scale as Visa’s need to improve processes and reduce waste increase
  • Partner with other Operational Excellence leaders to build and sustain a culture of improvement and ensure adequate lean capability to support Visa’s continuous improvement needs.
  • Participate in business reviews to recommend solutions or processes to for successful delivery of services.
  • Be an active member of the EELT leadership team, contributing to the overall team strategy.
  • Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish business requests from the underlying true needs.
  • Build and sustain a culture of improvement and ensure adequate lean capability to support Visa’s continuous improvement needs.

The candidate must be organizationally strategic while having the skills to perform the function when necessary. This person must be a strong leader with the ability to create a high performing team. The OE&E Director must have the skills to drive answers to important questions about the value of our services and whether they meet business requirements - and have the courage to raise difficult issues in a respectful way that influences the right outcome. Soliciting input from diverse viewpoints, this leader will bring creative solutions while continuing to challenge the team to raise the bar to deliver increasingly mature capabilities.
This position requires organizational flexibility and the ability to recognize service gaps and fill them. This is not a stagnant team and its leader must be able to balance the increasing demand for OE&E services by bringing creativity to resourcing. The leader of this team will grow this core function to drive performance efficiencies across Visa.
We are passionate about empowering our business users 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.
Qualifications

QUALIFICATIONS

§ Basic Qualifications
  • Minimum of Bachelor’s degree or equivalent
  • 5+ years management experience
  • Management experience with a history of creating teams and establishing an organization strategy.

§ Preferred Qualifications

  • A minimum of a Bachelor’s Degree plus 12+ years of experience, 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD.
  • Lean Six Sigma, quality and process improvement experience. Holder of a Six Sigma certification (Green Belt or higher) strongly preferred.
  • Global IT Business and Process experience
  • Strong leadership and mentoring skills necessary to provide support and constructive performance feedback
  • The ability to move at the appropriate pace for the situation and requirements.
  • Academically grounded, but willing to build off of what makes common sense.
  • The ability to identify gaps and opportunities and drive solutions in a creative way that doesn’t rely on exhaustive resources.
  • Excellent reporting skills and executive presentations
  • Experience in end user technologies, including collaboration, video, desktop, voice, MS product suite, SharePoint, etc.
  • An influencer who is able to drive success even in the absence of full support and/or understanding from stakeholders.
  • The ability to demonstrate value in advance of complete buy-in and occasionally without full data/information.
  • Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish business requests from the underlying true needs.
  • Excellent verbal and written communication skills, and the ability to be effective with a diverse group of executives, managers, and subject matter experts.
  • Ability to work effectively in a matrix organization
  • Ability to distill complex technical concepts to meaningful executive level reporting.
  • Global experience in the enablement of business operations, process improvements and driving efficiency in a complex environment.
  • Be a change agent, ensuring users embrace new ways of working.
  • Embrace teamwork while promoting a culture of openness and flexibility. Celebrate diversity of thought.
  • Focus on our purpose: Delivering an exceptional employee experience. We are the champions of creating a human centric culture in a technology organization.

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

Travel Requirement:

This position requires the incumbent to travel for work 5 % of the time
Learn more about our Corporate IT organization at: vi.sa/Corp_IT_careers
All your information will be kept confidential according to EEO guidelines.