Professional Services, Finance & Insurance

People & Performance Development,
VISA (Europe)

SG - Clients - Visa - 25 Jun 2015

Background

Visa’s vision is to be 'the way the world pays' by enabling buyers & sellers to conduct commerce anywhere, anytime, & in any way they choose’. The 1990s were characterised by the technological revolution. The advent of the Internet & other new channels created whole new opportunities for buying & selling, changing the direction of the payments industry. During this time, Visa recognised the potential for technology to connect every consumer, merchant, service provider & financial institution in the world. Visa recognises that one of the key elements for achieving their vision is through staff engagement & development. Headquartered in San Francisco, California, Visa is divided into six regional entities & a corporate headquarters, with more than 6,000 staff in over 40 offices around the world.

Issue

At the time we worked for Visa, they had very few processes in place to change their organisational culture from being highly technical to more customer focused. Visa understands that its continued success rests heavily on the wellbeing of its entire staff. Their HR team wanted help with people development & performance management, ensuring that there were levers in place for sustainable behavioural change.

Solution

We partnered with managers in Visa Europe’s HQ in London, where the majority of their staff were based. We designed & facilitated workshops to integrate a new performance management system for staff in technology, fraud management, sales, marketing & communications, relationship management, finance, HR, legal & other services. We also advised on staff induction, development & reward.

Outcome

Visa now has a thorough induction programme, including the three-day ‘World of Visa’ familiarisation event; & career support with individual learning & development plans integrated with their appraisal system. They have also introduced wellness & work-life balance initiatives; attractive performance-based incentives; medical insurance; flexible working practices; & educational assistance.
In 2006, the Human Rights Campaign recognised Visa with its highest ranking in recognition of a work environment that is welcoming & inclusive of all individuals.

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