Senior Manager, Operations Technology

Senior Manager, Operations Technology– Santa Ana, Costa Rica

Are you ready to join a team in a global company where your primary focus is to deliver Point of Sale related services and products to our agents and customers, you will provide thought leadership on creating best in class products and solutions which tailor to our global customer base? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then it’s time to join Western Union as a Senior Manager, Operations Technology.

Western Union powers your pursuit.

In this unique global role, you will lead Wester Union Agent Operations team and carry the following responsibilities:

Role Responsibilities

• Program Management for agent/partner facing technology, including Point Of Sale (POS), Partner Solutions, Agent Portal, Global Outage Management.
• Oversee POS change/release management.
• Manage software management and compliance by agent base to minimize risk to business.
• Manage fraud prevention at POS by working closely with Fraud and Risk departments to proactively prevent. 
• Champion self-serve capabilities to simplify customer experience and drive efficiencies and cost reduction for Western Union
• Supports uptime and partners with security of technical infrastructure at POS including working with Agent Partners to ensure technical requirements are met at POS and integrated into WU-to-WU Standards. 
• Focus on modernizing platforms, push adoption for self service capabilities always focusing on enhancing UX/UI.
• New Agent, Regional Operation Manager Setup, which includes installations, configurations and training. 
• Peak period Lead Manager for Operations and Business.

Role Requirements

• Bachelor's Degree, plus 10+ years progressive experience, or equivalent.
• 5+ years of Payments / Remittance (money Transfer experience).
• Proven experience in successfully leading and managing high performing teams.
• Liaison between the Business, Operations and Technology & Product teams.
• Analytical skills and problem solving, decision making and presentation capabilities.
• Design or Program/Project Management work experience.
• Lean Methodology and/or Six Sigma experience.
• Quality assurance, stakeholder management, and strategic thinking capabilities.
• Risk Management in partner-based environment.
• Launch Management and Product go-to-market execution experience.
• Microsoft Office with an emphasis on Excel, PowerPoint, Power BI / Data Visualization.

We make financial services accessible to humans everywhere. Join us for what’s next.

Western Union is positioned to become the world’s most accessible financial services company —transforming lives and communities. We’re a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and s around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.

Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You’ll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you’re ready to help drive the future of financial services, it’s time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/.

 Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few (https://careers.westernunion.com/global-benefits/). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

Your Costa Rica- specific benefits include:

• Asociación Solidarista
• In house company doctor services
• Transportation services options
• Referral Program award
• Employee Resource Groups (ERG) and committees to volunteer with
• Pan American Medical and Life insurance
• Cafeteria Discounts

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate. 

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week. 

We are passionate about diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.

#LI-GV1 #LI-Hybrid

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.