Group Leader, Quality and Training – Lithuania/Costa Rica/Philippines
Are you an experienced leader seeking to direct training and quality strategy, plans and programs to empower people? Do your talents lie in developing and motivating a team to succeed? Join Western Union as a Group Leader, Quality and Training.
Motivated by our values: purpose driven, globally minded, and trustworthy & respectful
We’re a FinTech that’s using insight from customers and colleagues worldwide to improve financial services for families, small businesses, multinational corporations, and non-profit organizations. We’re a team of over 8,000 employees serving 200 countries and territories. We believe when money moves, better things happen.
Relentless pursuit of better
In this role, you will be responsible for leading the Training and Quality teams that support the Global Operations organization, which includes the outsourced call center vendors. This role will be hired either at our Philippines, Lithuania site or at LAROC office in Costa Rica. You will implement, execute and provide strategic direction for the Quality Assurance and Training program that will support processes across operations to deliver upon agreed SLA, cost per unit and quality standards for all E2E operational processes supporting WU. Develop, implement and execute consistent methodologies and training material (in-class and online) that can be executed across all operations units both internal and external to WU (e.g., customer care partners). Develop metrics and drive constant and continuous improvement based on learnings from enablement services that will enhance overall operations. Ensure that Quality program methodology is designed to appropriately assess risks and customer experience. Communicate quality results across all levels of the organization. Provide metrics and reporting to the internal customer base that allows performance-based decisions. Ensure appropriate tracking of training in order to meet audit requirements.
For such a dynamic role, we require you to have a college or university degree in management, business administration or relevant field, as well as a minimum of 10 years of experience working in a large, multinational organization in an operational or customer experience and, have at least 5 years in a senior management role. You will have the ability to produce results through direct management of teams as well as in-direct leadership of partner sites. We expect you to have experience in developing executive management reporting as well as establishing and leading successful large-scale teams, projects and programs. Substantial knowledge of Operations Enablement processes and key financial metrics and their interdependencies are required. A strong understanding of the statistically based review process and extensive knowledge of adult learning processes is expected. Fluency in written and spoken English is required. You will have proficiency in Lean and/or Agile management. Proven ability to work cross-functionally and drive results is also expected. Compliance-related experience is an advantage.
Join us, and let’s connect the world
Western Union is transforming its business and shaping the financial services sector by driving quality, convenience, and customer service to new levels of excellence. It’s an exciting time for our organization, as the largest cross-border money transfer operator, trusted by millions of consumers around the world. If you’re ready to unleash your potential to help drive change through bottom-up innovation, apply now.
We’re a company on the move, and we want our people to grow and develop. You’ll have plenty of opportunities to learn new skills and build a career, as well as a great salary and benefits package.
We are passionate about our 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 on the basis of race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran (U.S.) status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, in accordance with applicable laws.