Director, Operational Services– Vilnius, Lithuania

Are you an accomplished leader in a fast-paced financial environment with experience in operational Customer Protection support? Do you have a proven track record of driving strategic initiatives that made an immediate impact in compliance, reporting, controls, leadership, and cross-functional relationships? If so, it’s time to join Western Union as a Director, Operational Services in Vilnius.

Western Union powers your pursuit.

As a Director, Operational Services, you will provide effective 1st Line of Defense leadership to ensure consumers are treated fairly in compliance with US, European, and other international consumer protection laws. You will manage, execute, and continuously improve Customer Protection support to meet service level agreements (SLAs), quality, and productivity targets. Additionally, you will make key hiring decisions and manage individual and team performance. This role also ensures that customer feedback is represented across the company to drive upstream improvements.

Role Responsibilities

• Support Compliance in implementing and maintaining Consumer Protection requirements.

• Design and implement an operating model for managing consumer complaints.

• Assist in preparing the annual US Consumer Protection Risk Assessment.

• Aid in Regulatory Exams of the company’s Consumer Protection Program as needed.

• Develop strategies and tactics, in coordination with Compliance, to protect consumers.

• Own the customer remediation process and self-identified issues process.

• Lead Non-Payment Claim, Fraud Claim, Fraud Reporting processes, and Consumer Remediation for Regulatory Compliance, and Risk Control Self-Assessments.

• Work closely with departments like the Transformation Office, Global Support Services, regional Operations teams, Technology Office, AML Compliance, Fraud Management, Security, Risk Management, and others.

• Serve as Global Operations' point of contact (POC) for Audit, Compliance Testing, and Exam Management.

• Collaborate with regional operations leadership teams to compile metrics, provide analysis, and drive continuous performance improvements

Role Requirements

• Higher education, solid experience in the Financial Services industry, and 10+ years of people management experience.

• Proven experience driving operational continuous improvement efforts, leveraging teams and resources across the company or regional businesses.

• Experience of working with/in Regulatory Compliance, Risk Management, Customer Protection, Client Management, or related areas.

• Strong critical thinking and problem-solving skills.

• Ability to build successful relationships with key stakeholders and communicate effectively at various levels internally and externally to drive results.

• Strong leadership skills and the ability to create a supportive and motivating work environment.

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 70 000 -116 000 EUR per year. This range represents the anticipated low and high end of the salary for this position. This role is also eligible to receive short-term and long-term incentives that align with individual and company performance. Actual salaries will vary and are based on factors such as a candidate’s 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 below benefits specific to your location and note that your recruiter may share additional role-specific benefits during your interview process or in an offer of employment.
 

Your Lithuania specific benefits include:

• This specific role is eligible to receive conditional Italian language allowance

• Private Health Insurance (3 options)

• Life & Accident Insurance

• Additional days off

• ⁠Free Fitness facilities

• Wide variety of discounts and special offers

• Volunteering activities

• Referral program

• Relocation Buddy support upon request

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

#LI-NI1  #LI-Hybrid 

Estimated Job Posting End Date:

09-19-2024

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.