Performance Consultant - Client Services

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.

We are seeking an experienced Performance Consultant to help us enhance individual and organizational performance within a learning and development context. With Visa’s strategy and priorities in mind, you will undertake root cause analysis, conduct assessments and analysis, and synthesize performance data to identify skill and knowledge gaps.  You will partner with Visa University, People Team, and business colleagues to close those gaps by creating and deploying solutions that leverage the 3Es of development (Experience, Exposure, Education), including performance improvement, measurement strategies, change initiatives, as well as programmatic recommendations and curriculum design.

Reporting to the Global Head of Client Services Learning, you will join a team of talented performance consultants distributed across the globe.  In this role, you will be a key part of enabling the growth of Visa’s Client Services organization, where you will align and work with stakeholders across the company to advance the skills needs of Visa’s employees, from senior leaders to individual contributors across onboarding, professional, leadership and technical skill domains. 

Essential Functions

Stakeholder Management

• Work with a range of stakeholders and partner with leadership teams, Talent, People Business Partners, functions, and senior managers to define performance goals and objectives
• Guide and work with business clients through goal definition, opportunity identification, and solutions using problem-solving principles and experience.  
• Build strong relationships, reputation, credibility, and influence with key stakeholders at all levels across the company to become a trusted professional development partner while serving as a subject matter expert on performance improvement issues.
• Work within a matrixed environment and collaborate with employees from other teams and or projects. 
• Liaise with design partners and internal VU teams to develop strategic performance improvement plans that align with business goals, leveraging existing products and liaising with design partners to create new ones when needed.
• Work with other colleagues in the Performance Consulting Guild to develop guidelines and best practices for the role and ensure adherence to industry standards. 

Consulting and Solutioning

• Provide consultation to identify business challenges and perform root cause analysis to identify the real needs and determine the right set of solutions to drive organizational performance.  
• Collaborate with management and employees to gather data and pertinent information about work processes, organizational culture, and obstacles to performance.
• Conduct learning and performance needs analysis to identify skill or knowledge gaps in current performance and work with the learning excellence team to design and develop solutions to close the gaps. These solutions could include performance improvement, measurement strategies, change initiatives, tools as well as learning and development recommendations and curriculum design. 
• Develop strong business acumen and understand the organization’s business goals and objectives, and how these translate into specific performance requirements and roll out and implement new learning strategies and programs that meet business and organizational needs.
• Create actionable solution designs that solve client issues ensuring the link to the business performance outcomes, understanding that training is not the only solution.
• Create mechanism to capture feedback and incorporate into analysis.

Measurement

• Establish performance metrics and evaluation procedures to deliver impact within the role. 
• Evaluate the effectiveness of performance improvement strategies and prepare reports and presentations to communicate findings and recommendations. 
• Monitor and evaluate the effectiveness of performance improvement.
• Facilitate change management processes to ensure successful implementation of performance improvement initiatives.

VU Ambassador

• Build deep knowledge of VU’s programs and learning solutions and serve as a Subject Matter Expert making sure the proposed solutions are leveraging existing programs or that the identified coverage gaps are being captured and shared back with other VU teams.
• Engage in bold, strategic, and creative thinking to produce solutions inclusive of, but not limited to, training.
• Display a continuous learning mindset, constantly seeking expertise in the learning discipline and identifying creative opportunities.
• Be a champion of Visa learning culture and values and help cultivate these across the region or function and foster a performance driven culture by promoting continuous learning and improvement.
• Integrate VU into regional marketing and communication campaigns to create awareness towards VU services and offerings to drive engagement.
• Occasionally facilitate leadership or other VU programs, either personally or in collaboration with other colleagues and or vendors.
• Uphold highest standards of confidentiality, professionalism, and ethical conduct.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

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
•  Bachelor’s degree in business administration, Human Resources, Learning and Development or related field. A master’s degree will be a plus.
• 10+ years of proven experience working as a Performance or Learning Consultant or similar role.
• Strong interpersonal skills with the ability to create positive relationships with employees at all levels.
• Consultative orientation with strong stakeholder and relationship management and influencing skills at all levels in an organization.
• Strong communication (written and verbal), consulting, stakeholder management, relationship management and influencing skills at all levels in an organization.
• Experience with Agile management practices, including working iteratively with cross-functional, self-managed teams
• Strong aptitude for working with broad scope of technical, business, and professional subject matter; quick and agile learner.
• A strong aptitude for interpreting data, identifying trends and patterns, and utilizing these insights to drive strategies.
• Strong knowledge of performance metrics and performance management systems.
• Exceptional analytical and problem-solving abilities.
• Excellent team collaboration, coaching, and training skills.
• Advanced proficiency in MS Office Suite, especially Excel, Word, and PowerPoint.
• Solid knowledge of project management methodologies and process improvement techniques.
• Detail-oriented and organized with strong planning skills.
• Motivated, self-directed, and possesses the ability to think creatively.
• Able to deal with ambiguity, shifting priorities, and multiple stakeholders.
• Able to multi-task effectively in a fast-paced environment and meet aggressive deadlines while managing multiple projects concurrently.
• Experience in Training Needs Analysis, diagnostics, supporting L&D solutions, and evaluation of L&D projects.

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 120,900.00 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.