Global Agent Technology Operations- Gateway Senior Manager

Global Agent Technology Operations-Gateway Senior Manager – Santa Ana, Costa Rica.

Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then, it’s time to join Western Union as a Gateway Senior Manager.

Western Union powers your pursuit.

The Senior Manager, Gateway (GW) Operations will have a significant role in driving the vision of the Western Union GW operational strategy to ensure solutions and services are developed with the needs of our customers in mind first. Following robust processes and in the most efficient way possible. This role will be responsibilities for the success of three main GW workstreams which include Gateway Partner Optimization, API Modernization and new Partner integrations aligned to the newly developed partner gating criteria, aimed at maximizing revenue creation and service quality. Senior Ops Manager will be a master collaborator across program Management, System Architects/Engineering, Customers and Business owners, cross-functional teams including Operations, IT, compliance, privacy, and Fraud prevention.

Role Responsibilities

• Global Operations leader for the Gateway (GW) point of sale platform.

• Lead and govern GW retail partner operational plans in close partnership with Product, Technology, and Regional Business/Operations teams.  

• Manage the GW gating and governance process to ensure partners meet the criteria (new and existing)

• Govern the Retail GW Go-To-Market technology readiness and activation at POS.

• Work with Regional Business and Operations leaders at all levels, for governance and execution of the Gateway roadmap for key initiatives and partners

• Establish, document, and communicate effective operational management processes, driving consistency across the GW platform and solutions. Includes Partner optimization and new integrations.

• Collaborate with stakeholders to gather feedback and refine governance structures in response to changing business needs.

• Drive ongoing controls and validations of Partner APIs to mitigate the risk of fields being removed/changed by the partner without our knowledge.

• Foster a culture of continuous improvement by identifying opportunities for enhancing operational efficiency and effectiveness.

• Provide leadership in change management initiatives, ensuring seamless integration of new processes and tools with Gateway Partners and internal stakeholders.

• Strong people management skills. Will coach and support indirect resources in close partnership with senior leaders in Business and Technology teams.

• Partner with Technology and agent service availability program on system outages mitigations as well as planned and unplanned maintenance.

Role Requirements

• Bachelor’s in Technology, Mathematics, Engineering or Finance fields, MBA is preferred with 3+ years of financial industry experience desirable.

• 5-10 years’ experience managing large programs.

• Design or Program/Project Management work experience. Lean Methodology

• Application Programming Interface (API) understanding is highly desirable.

• Strong process design and continuous improvement.

• Quality assurance, stakeholder management, and strategic thinking capabilities.

• Analytical skills and problem solving, decision making and presentation capabilities.

• Proven experience in successfully leading and managing high performing teams.

• Strong Leadership & Communication, Stakeholder management, deep sense of urgency and ownership. Able to work independently.

• English proficiency is a must.

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 Costa Rica- specific benefits include:

• Asociación Solidarista
• In-house company doctor services
• Transportation services options
• Referral Program award
• Employee Resource Groups (ERG) and committees to volunteer with
• Pan American Medical and Life insurance
• Cafeteria Discounts

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-GV1 #LI-Hybrid

Estimated Job Posting End Date:

01-21-2025

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.