Senior Specialist, Operations – Sydney, Australia

Do you enjoy being the go-to person? Are you interested in providing active operational and field support to Western Union stores and agent network? Join Western Union as Senior Specialist, Operations.

Western Union powers your pursuit.

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.
• Responsible for partnering with call centers to enhance service quality, drive growth initiatives, and implement cost optimization strategies.
• Focus on improving operational efficiency and productivity across retail locations to deliver exceptional customer experiences and achieve business objectives.
• Will support upcoming digital operations framework for Australia Digital business.
• Monitor Account Payout Network tasks and activities.
• Implement new processes to enhance service, improve cost effectiveness, improve quality, and address service issues for Australia 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.
• Excellent written and oral communication skills excellent people skills and ability to influence peers and stakeholders in business and technical roles.

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
• Paid Time Offs
• Employee Wellness
• Global Recognition and Rewards Programs

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, colour, 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:

01-09-2026

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.