Supervisor, Digital Review Team (Fraud Prevention)

Supervisor, Digital Review Team – Quezon City, Philippines.

Do you have what it takes to help us realize our vision of becoming the world’s most accessible financial services company? Are you ready to offer up your skills to a worldwide company committed to making financial services accessible to people everywhere? It’s time to join Western Union as a Global Supervisor Digital Operations.

Western Union powers your pursuit.

Does playing a critical role in protecting customers from online fraud sound exciting to you?

How about working for a global Fintech company managing a team that is passionate about preventing online Fraud and other illegal financial schemes?

Join Western Union as an Operations Supervisor for the Digital Review Team.

Role Responsibilities

• As a supervisor of operations, you will supervise a team of analysts who investigate digital transactions to make sure that no fraudulent activity is involved whilst also supporting customers to complete their eKYC verification process.
• We expect you to have a highly engaged team whilst successfully exceeding business and team performance results on a consistent basis.
• We are looking for a People-Oriented, analytical, and adaptable professional with a very strong passion for customers.
• Responsible for employee performance, career development, problem-solving and continuous improvement.
• We expect you to be a subject matter expert by conducting analysis of customer records which should allow you to assess and recommend risk decision rule changes and drive meaningful process changes with the goal of effectively managing new fraud patterns and significantly improving team performance.
• You’ll make a difference by proactively creating and/or enhancing daily transaction monitoring tools, reports and dashboards, and processes, as required whilst also analyzing data.
• You should work closely with other risk operations Supervisors to ensure best practices are consistent among teams and the broader global team.
• Monitor SOPs are being always properly followed by team members and kept up to date in partnership with support departments.
• For this role, we require you to meet strict deadlines, consistently manage performance successfully, have very strong analytical skills, feel comfortable working in a broad and global organization and with various groups, have exceptional customer service skills and a customer-first mindset.
• You should demonstrate strong self-motivation and a results-oriented mentality.
• As part of your role, you will have the ability to grasp new concepts and integrate quickly to deliver significant quantifiable results (individually and through your team).
• Support and leadership to key strategic site-level initiatives might be required.

Role Requirements

• 5-7 years of financial industry experience (online fraud management ideal).
• 5+ yrs. of experience successfully supervising a high performing operations team (and at least 3 yrs supervising fraud management operations analysts).
• Minimum 3 years in complex consumer financial services/digital payment services organizations with multiple financial products, or a regulatory agency or law firm involving payment services compliance issues relating to anti-money laundering.
• Bachelor’s degree in finance, Business Administration, Industrial Engineering, related fields.
• Greenbelt certification (desired).
• Demonstrated experience as a Business Analyst with a track record of delivering well-documented requirements.
• Project management experience/knowledge with ability to drive projects to successful completion. Strong interpersonal, analytical, problem-solving, influencing, prioritization, decision making and conflict resolution skills.
• Ability to interact and communicate effectively, orally & in writing, with all levels of management (C1 English level preferred).
• Being curious, attention to details in combination with assertiveness to go above and beyond expectations.
• Proficient using Microsoft Office suite, including PowerBI (preferred).
• As part of this position, we need a professional that connects with our culture, values and behaviors, a person that wants to grow with us and drive results about our customers and put them at the center of everything we do.
• Additionally, you’ll have schedule flexibility.

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 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 Philippines specific benefits include:

• Paid sick leave and vacation leave.
• HMO coverage with free unlimited dependents from day 1 of employment.
• Performance incentive program / Performance Bonus.
• Unique incentive program.
• Hybrid working arrangement.

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 for Hybrid roles in the Philippines is to work from the office at least 70% of the employee’s working days per month. 

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.

#LI-HR1 #LI-Hybrid

Estimated Job Posting End Date:

03-28-2025

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.