Supervisor, Operations

Supervisor, Operations – Quezon City, Philippines

Are you looking for an international company that fosters a positive talent journey where employees are encouraged to continue learning and developing? Do you want to build a career to lead and supervise our Customer Experience and Root Cause Analysis team? Then it’s time to join Western Union as a Supervisor, Operations.

Western Union powers your pursuit.

The ideal candidate will focus on identifying and reducing waste, implementing improvement opportunities, and enhancing customer experience, quality, and product service. This role is crucial for achieving operational excellence and business growth. Familiarity with Speech to Text Analytics, Customer experience (Post Call Survey, etc) and Lean Agile methodologies is desired.

Role Responsibilities

• Lead and Supervise Team: Oversee the daily operations of the Customer Experience and Root Cause Analysis team, ensuring all processes, projects, and initiatives run smoothly and efficiently.
• Enhance Service Quality: Implement and ensure compliance with operating standards, providing training to optimize service delivery and business growth.
• Leverage Analytics and Tools: Utilize Speech to Text Analytics, Root Cause Analysis tools, problem-solving, and project management to guide the team.
• Operational Policies and Procedures: Develop and implement policies and procedures to improve efficiency and service quality.
• Performance Monitoring: Track key performance indicators (KPIs) and prepare detailed reports for senior management, highlighting performance trends and areas for improvement.
• Mentorship and Support: Manage and mentor the team, providing guidance, support, and fostering a collaborative work environment.
• Complex Problem-Solving: Utilize Lean and Agile techniques to lead and resolve complex cross-functional problems impacting customer experience.
• Customer Experience: Leverage customers’ experience tools (VOCs, Post call Survey, etc..) to identify customer needs and implement improvement opportunities. 

Role Requirements

• Bachelor’s degree in Business Administration, Operations Management, or related field.
• Proven experience in a supervisory role, preferably in customer experience or operations.
• Strong analytical skills and proficiency in using analytics tools.
• Excellent problem-solving and project management skills.
• Ability to develop and implement operational policies and procedures.
• Strong leadership and mentorship abilities.
• Excellent communication and interpersonal skills.
• Ability to adapt to a changing 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/.

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.

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.

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

Our hybrid work model

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.

Estimated Job Posting End Date:

01-16-2025

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.