Senior Specialist, Operations – Tokyo, Japan

This role is on the lookout for providing seamless support to the locations and partners of Western Union Retail Services, which consists of Western Union branches and subagent networks. You will be coordinating between various teams internally and externally to provide training and coordinate upgrades and roll outs, maintenance and troubleshooting as required.

You will propose operational improvement initiatives to business leaders, whilst ensuring processes are both commercially minded and consistent with regulations.

Role Responsibilities:

• Manage the end-to-end agent experience lifecycle management including onboarding lead times and post activation support.
• Oversee operations of Western Union’s Agent Network Management, Independents and branches roll out.
• Monitor Account Payout Network tasks and activities.
• Implement new processes to enhance service, improve cost effectiveness, improve quality, and address service issues for Japan network organization.
• Ensure efficiency and quality goals are met for all products and operational queues and departments daily, weekly, and monthly.
• Enabling operational excellence in service delivery and regulatory compliance within the country’s networks and customers through the coordination of Agent Operations activities, Regional Operation Centers, Compliance, and business.
• Experience in data analysis, market and trend research is a plus.

Role Requirements:

• A minimum of years’ experience in retail consumer, bank, financial services/payment services, call center organizations with emphasis on 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 and solution oriented and results driven - must have a proven track record of delivering high quality results and ability to solve complex challenges efficiently and independently in a global environment.
• Highly adaptable and quick to learn, with the ability to absorb new concepts efficiently and perform effectively in fast-paced, ever-changing work environments
• Excellent written and oral communication skills (both English and Japanese), excellent people skills and ability to influence peers and stakeholders in business and technical roles.

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 Japan specific benefits include:   

                          

• Transportation allowance 

• Vacation Leaves 

• Medical Insurance coverage for you and your dependents (subject to policy conditions) 

• Employee Assistance Program 

• 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.

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Estimated Job Posting End Date:

06-15-2026

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.