Manager, Operations

Manager, Operations (Regional Operations Center) – Santa Ana, Costa Rica

Are you looking to play a key role in helping combat financial crime? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then join Western Union as a Manager, Operations (Regional Operations Center).

Western Union powers your pursuit.

We’ll be looking to you to manage back-office operations and lead and provide support to a team that performs End-to-End onboarding and maintenance tasks of Western Union agent locations on a global scale.

Role Responsibilities

• Lead the international agent enrolment, agent maintenance and contract management teams.
• Contributes to the development, implementation and enforcement of policies, procedures, and programs designed to minimize potential money laundering and operational risk within the established strategies of the Department.
• Lead several projects and implement operational initiatives around WU agents On-boarding, maintenance, and aligning procedures. 
• Interact cooperatively with multiple business partners regarding onboarding, maintenance, contract management and periodic monitoring of Western Union Agents/Clients. 
• Coordinates operational workflows within Operations and Sales Teams.
• Lead innovation, process efficiencies, and initiatives that achieve lead time reduction, process simplicity and effortless experience for agents and regional teams
• Prepare and deliver presentations to senior leaders as required. 
• Provide guidance to staff regarding decision making, process, career development and coaching. 
• Provide guidance to business partners regarding global processes and requirements. 
• Responsible for all Procedures and Desk references for Agent Services
• Create a collaborative staff environment. Monitor and ensure that the workflow is within established service level agreements (SLA). 

Role Requirements

• You will need to have a proven management/supervisory knowledge.
• Having a minimum of 3 years’ experience managing/ supervising teams also experience in financial sector or similar Industries is required, in addition proven skills interacting with regulatory agencies, auditors or senior leadership. 
• You must be a highly effective communicator orally and in writing, be able to prioritize and organize workflow to ensure effectiveness and efficiency and embrace change as necessary to drive business and achieve product goals and objectives. 
• Demonstrated critical and analytical thinking and detail oriented to drive WU growth. 
• Must comply with deadlines, show independence, pro-activeness, responsibility, sense of urgency and reliability to ensure the correct service and compliance within all WU organizations and partners. 
• Ability to manage projects and deadlines in accordance with team SLAs and demonstrated ability to work in a fast-paced, highly structured, deadline-driven culture based on lean management tools.
• Industrial engineering, lean certification and PMP certification are desirable. 

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 receivers 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 for applicants, including those with disabilities, during the recruitment process, following applicable laws.

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