Role Responsibilities
- Conduct deep dive root cause analysis and investigations into customer complaints, executive escalations, and business problems within the Global Complaints Investigations, RCA and Break-Fix team.
- Apply lean and agile methodologies to identify inefficiencies, bottlenecks, and areas for improvement within operations.
- Prioritize business problems based on impact and urgency, collaborating with cross-functional teams to develop solutions.
- Translate business requirements into technical specifications for implementation by development teams.
- Work closely with cross-functional teams including operations, IT, and product development to ensure alignment and seamless execution of initiatives.
- Utilize data analytics, data mining and performance metrics to track progress and measure the impact of implemented solutions.
- Provide strategic insights and recommendations to senior management based on findings from root cause analysis and investigations.
- Act as a subject matter expert on lean and agile methodologies, providing guidance and training to team members as needed.
- Develop clear and concise reports and executive summaries with findings and recommendations for stakeholders at all levels of the company.
Role Requirements
- Bachelor’s degree in Business Administration, Operations Management, or related field.
- Proven experience as a Business Analyst or similar role, preferably in Operations.
- Minimum 4 years in complex retail/consumer financial/payment services organizations with multiple financial products, or a regulatory agency or law firm involving payment services compliance issues relating to anti-money laundering, Bank Secrecy Act, and related laws and regulations is preferred.
- Strong analytical skills with the ability to conduct in-depth root cause analysis, process mapping and data analysis. Experience with data analytics and visualization tools is a plus (e.g. Visual Basic, SQL, MS Project, familiarity with Tableau)
- Preferred experience in creating complex data mining algorithms and solutions.
- Preferred Certifications: Lean Six Sigma Green and Agile (e.g., Certified Scrum Master).
- High ability to prioritize tasks and manage multiple projects simultaneously. Detail-oriented with a focus on delivering high-quality results.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
Work Shift
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
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. Please see the benefits below specific to your country. If applicable, additional role-specific benefits will be mentioned during your interview process or in an offer of employment.
Your Philippines specific benefits include:
- Paid Time Offs
- HMO coverage with dependents from day 1 of employment, subject to insurer's review
- Employee Wellness
- Global Recognition and Rewards Programs
Other Details
We are passionate about honoring our employee's identity and fostering a feeling of belonging. 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.
Estimated Job Posting End Date:
07-17-2026
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.