Senior Specialist, Operations – Sydney, Australia
 

Would you like to work for a truly global organization? At Western Union, our vision is to be the world leader of branded payments and accessible consumer financial services servicing the aspiring populations of the world. Together we operate in over 200 countries and territories, serving millions of retail and digital customers every day. Our payout services are available into billions of bank accounts and wallets worldwide.

We are looking for a Senior Specialist, Operations to support our vast network of Australian retail agent locations serving communities in cities, regional hubs, and suburban areas. These agent locations include successful mixed businesses, food and grocery stores, tobacconists, newsagents, and specialty stores who also offer Western Union remittance services allowing people to send money to their loved ones around the world.

Western Union powers your pursuit.

In this diverse role, you will support a territory-based sales team in the ongoing activation and management of Western Union agent locations. You will be the go-to expert for the technical installation of new agent locations and perform training of agents in the field. You will be the line one escalation support for on-the-ground issues and use your problem-solving skills and influence to help our agents through our processes. You will be operationally accountable for ensuring that all agents follow the right compliance, settlement, and accounting procedures, and manage ongoing critical activities such as cash collection, invoicing, and reconciliations. You will have the opportunity to improve existing processes with the overall aim of bettering customers’ experience while ensuring our agents are in compliance with our operating standards. You will lead and implement local and global service delivery projects, providing product-related communication.

You will be based in Sydney, Australia travelling interstate from time to time and occasionally within the Asia Pacific region based on the company’s needs.

Role Responsibilities:

• Manage the end-to-end Agent experience lifecycle management including onboarding lead times and post activation support.
• Implement new processes to enhance service, improve cost effectiveness, improve quality, and address service issues.
• Ensure efficiency and quality goals are met for all products and operational queues and departments daily, weekly, and monthly.
• Directly manage day-to-day training and communication initiatives associated with network activities.
• Increase usage of agent self-help tools to drive efficiencies.
• Ensure service delivery and regulatory compliance within the region for networks and customers through the coordination of Agent Operations activities, Regional Operation Centers, Compliance, and business.

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Role Requirements:

• A minimum of 5 years’ experience in retail consumer financial services/payment services or telecommunications organizations with emphasis on operations, technology and process or product management. This includes retail point of sale technology, mobile and self-service consumer solutions.
• Experience is required in leading and managing large global cross-functional programs, with the ability to network and communicate across all functions and management levels.
• Experience working with program or project management principles, tools and processes is required with emphasis on Global Retail and Digital products and technologies.
• Detail oriented and results driven - must have a proven track record of delivering high quality results in a global environment.
• Excellent written and oral communication skills, excellent people skills and ability to influence peers and stakeholders in business and technical roles.
• Ability to travel within Australia and internationally (10-15%).
• Valid driver’s license.

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 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 Australia specific benefits include:

• Life / Accident Coverage
• Superannuation Plan
• Volunteer Leave

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.

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Estimated Job Posting End Date:

08-16-2025

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.