Senior Manager, Operations

Senior Manager, Operations – Sydney, Australia

Are you curious and have keen interest to know “how things work” and design process and systems to make things works efficiently, and at scale. You should be able to have a birds-eye view of entire business and at the same time be able to zoom-in to review and improve individual processes. Come join Western Union Australia as we are hiring Senior Manager – Operations to run our retail and digital business.   

  

Western Union powers your pursuit. 

In this role, you’ll be responsible for ensuring that Western Union Money Transfer services and products are delivered at best-in-class service quality across our retail locations in Australia, sub-agents and our digital channels (mobile and web) in line with country strategic goals and revenue plan.  

Role Responsibilities: 

• Direct the implementation and management of operations strategies designed to improve service quality.   
• Implement new processes to automate service, improve cost effectiveness, improve quality, address service issues, and implement revenue generating processes.   
• Responsible for ensuring efficiency and quality goals are met for all products, and operational queues and departments daily, weekly, and monthly. 
• Responsible for ensuring service quality and support objectives consistent with strategic goals and standards.  
• Enhance service quality, ensure compliance with operating standards, and provide training to optimize service delivery and business growth. 
• Able to collaborate within cross-functional teams in Compliance, Risk Management, Product and Engineering.  
• Good understanding of IT systems, API Integrations and eKYC and payment gateway solutions to enable solutions for agents and sub-agents. 
• Has good knowledge of process frameworks and experience in commercialization initiatives especially new product launch. 

Role Requirements: 

• To be successful in this role you will have 9-12 years of relevant operational excellence, preferably in Remittance, Retail Banking, Digital Payments, Mobile Money and other financial services. 
• We need you to have experience and knowledge in the areas of six sigma, project management, digital product development.  
• You have a good understanding of the financial services markets or retail and digital operations and an understanding of today’s technology standards  
• Previous experience of lean and agile working methodologies is also desirable.  

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, 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, 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.

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Estimated Job Posting End Date:

07-05-2025

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.