APN Operations Senior Manager – Payments Funds Out London

Role Responsibilities

The APN Operations Senior Manager is responsible for managing the operational performance of the APN network, working closely with payment partners and internal stakeholders to ensure timely resolution of payment incidents, effective partner collaboration, and continuous improvement of operational processes.

Reporting into the Head of Funds Out, this role combines people leadership, operational oversight, and cross-functional collaboration. You will work closely with APN Network Management, Product, Technology, Risk, Compliance, and Customer Care teams to ensure operational resilience, strong governance, and consistent service delivery across regions.

• Oversee the day-to-day operations of the APN Operations team, ensuring accuracy, efficiency, and consistency across all locations

• Proactively monitor, manage, and escalate incidents impacting customers, ensuring timely resolution of payment delays and issues

• Act as a primary point of contact for APN payment partners, collaborating to resolve queries and maintain effective working relationships

• Track and improve team and partner performance against service level agreements (SLAs), operational standards, and KPIs

• Take ownership of activities transitioned from ACE to APN Global Operations, ensuring seamless integration and execution

• Identify opportunities for continuous improvement across reporting, governance, and operational processes

• Work closely with APN Network Management and regional teams to ensure consistent monitoring of partner activity and payment flows

• Participate in incident management and escalation processes, fostering strong collaboration across internal and external stakeholders

• Resolving customer queries in partnership with Customer Care teams, ensuring a positive end-to-end payment experience

• Maintain accurate operational data, including bank lists and partner records

• Lead and manage daily payment operations across multiple international sites, including resource planning and workload allocation

• Manage, develop, and support a high-performing operations team, including training, performance management, and succession planning

• Collaborate closely with Risk and Compliance teams to identify, address, and close process and governance gaps, maintaining audit-ready documentation

Role Requirements

• 7–10 years of experience in payments, operations, or partnership management within financial services

• 5+ years of experience managing teams in a global or multi-location environment

• Strong understanding of payment operations, payout flows, and partner-based payment models

• Experience working with SLAs, operational KPIs, and incident management frameworks

• Proven ability to operate in regulated environments with strong governance and risk awareness

• Demonstrated people leadership skills, including performance management and team development

• Strong communication skills and the ability to collaborate across functions and regions

• Undergraduate degree or equivalent professional experience

Work Shift

Hybrid - Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. The expectation is to work from the office a minimum of three days a week.

BENEFITS AND OTHER DETAILS

Your London specific benefits include:  

• 25 days annual leave

• Comprehensive life & medical cover

• Contributory pension plan

• Cycle-To-Work scheme

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Estimated Job Posting End Date:

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.