Senior Manager, Operations – Miami, FL (Hybrid)

Western Union is driving change. Yes, we are the company that moves money around the world quickly and reliably in more than 200 countries and territories. We are also present in over 400,000 locations, bringing immense distribution convenience to our consumers. But we’re on the cusp of becoming much more than that. Our vision is to be the preferred financial services provider for the underserved – billions of people and businesses with unmet financial service needs. That means pursuing digital, mobile, ATM/kiosk and stored value card strategies that meet the needs of today’s global consumers and businesses. So, if you’re looking for a company on the move – and truly one of the most diverse work environments on the planet – then Western Union could be for you.
 

Western Union powers your pursuit

The Sr. Regional Operations Manager, while a ‘back-office’ function, is an agent partner forward facing role, that supports the commercial success of the region. The individual will lead a team of Regional Operations Managers in the management of retail operations and serve as a key point of contact with Agent Partner counterparts.

Role Responsibilities

• Daily support to agent partners (POS access, location profile maintenance, new location availability, Customer Service contact support, Issue resolution, etc.) to ensure networks are ready to serve customers at the point of sale and through customer service contact channels.
• Responsible for the prioritization and deployment of regional operational initiatives aimed at driving service quality improvements in agent Retail locations and/or for digital products.
• Work with Regional Compliance and the CS&A functions to ensure agent partner compliance with ‘Know Your Agent’ (KYA) and operating standards, and market ‘Know Your Customer’ (KYC) compliance requirements.
• Deliver regular network training so that agents and customer service/ frontline agents are up-to-date on the latest Western Union operation standards, customer service practices and products.
• Serve as subject matter expert that can navigate a matrix organization, advocate and negotiate prioritization for regional initiatives, such as, point-of-sale maintenance and agent IT support needs, and projects for the enablement of new products/ services.
• Serve as the lead contact for critical events with external (agents) and internal partners.

Role Requirements

• Bachelor’s degree in Operations Management, Project Management, or Business Administration, with 5 years retail operational management experience or equivalent professional experience, ideally in the Financial/ FinTech/ Banking sector.
• Project and project team (cross-functional and cross-regional) management skills.
• Process management and process improvement knowledge.
• Prioritization skills. Be comfortable managing day-to-day requirements and exceptional circumstances, while balancing strategic deliverables.
• Effective communicator. Ability to manage interactions at various organizational levels, and tailor message and information content based on the audience.
• Problem solving skills, Resourceful and Responsive. Demonstrated ability to identify root causes, apply independent judgement, analyze disparate factors and risks, to move to a solution.
• Bilingual English and Spanish is a plus.
• Up to 25% international travel.
• This is a Hybrid role, requiring a minimum of three (3) days onsite/ in office.
• *Applicants must be currently authorized to work in the United States on a full-time basis. Western Union will not sponsor applicants for work visas for this position.

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/ 

  

Salary 

The base salary range is 118,000 USD – 140,000 USD per year, total on target compensation includes a base salary and short-term and long-term incentives that align with individual and company performance. Actual salaries will vary based on candidates' qualifications, skills, and competencies.

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 United States – Specific Benefits Include 

• Family First Program 
• Flexible Time Off
• Medical, Dental, and Life Insurance
• Parental Leave

  

Location (Hybrid): 161 NW 6th Street, Miami, FL 33136

*Applicants must be based in Miami or willing to relocate to Miami to work from the Miami office a minimum of three days a week. Western Union will not assist with relocation costs for this position.

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.

For residents of Colorado, California, Connecticut, Delaware, Minnesota, and Pennsylvania: Please do not respond to any questions on this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.

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-SS2 #LI-Hybrid

Estimated Job Posting End Date:

01-02-2025

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.