Manager, Technology Operations

Manager, Technology Operations – Pune, India

Want to work on global strategic initiatives with a FinTech company that is poised to revolutionize the industry? Join the team and help shape our company’s digital capabilities and revolutionize an industry! Join Western Union as a Manager, Technology Operations.

Western Union powers your pursuit.

The Manager, Technology Business Operations will lead and mentor a team of Technical Business Analysts providing technical support for digital web and mobile customers, with a strong focus on people management, performance development, and team engagement. This role has significance in providing technical support for digital web and mobile customers, with a strong focus on people management and using insight from customers and colleagues worldwide to improve financial services for families, small businesses, multinational corporations, and non-profit organizations. The ideal candidate combines strong operational expertise with the ability to coach and develop a high-performing team, ensuring consistent, customer-centric digital service delivery.

Role Responsibilities

• Monitor the Digital front end assets to assess the health of the site – using the essential tools for monitoring, observability dashboards to identify customer issues.
• To manage, lead, mentor and build a team to support strategic initiatives.
• Keeping track of KPIs, identifying any customer journey experience issues, report and track until issues are resolved.
• Work closely with leadership and provide OKR and KPI information on a regular basis.
• Collaborate with cross functional teams to ensure the timely detection and resolution of issues identified impacting customers.
• Coordinate Product Bug List (PBL) prioritization to get the production issues resolved in a timely manner.
• Ensuring team resolves incident tickets reported within the Service Level Agreements (SLA) periods.
• To resolve and handle urgent and escalated customer issues from executive escalation teams.
• Assist with partner engagement to ensure issues reported by partners and support teams are addressed.
• Provide team performance KPI, OKRs and regular weekly and monthly updates to leadership.
• Keeping track of team’s time entry, productivity, accomplishments and wellbeing.
• Willing to adapt to changes with an operations mindset.
• Provide outage impact assessments.
• Open to working in various shifts, according to business needs.
• Passion for operational excellence with a commitment to delighting customers.

Role Requirements

• 8+ years of professional experience with Digital application support and operation roles.
• Hands on experience with the use of tools such as Amplitude, Splunk, Quantum Metrics, Confluence and Jira.
• Strong experience in ITIL, SRE, Scrum and Agile frameworks.
• Working knowledge of Windows, MS Office and preferred and desired in Microsoft Power tools.
• Ability in defining and producing documentation including process flows in accordance with best practices.
• This role requires flexibility in working hours/schedule according to business needs.
• Demonstrated ability to lead by example and influence to drive team technical development and success.
• Excellent communication skills with a strong sense of commitment, troubleshooting and ability to deliver in a fast-paced global environment.
• Mentoring, coaching, and team building skills.

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. To support this, we have launched a Digital Banking Service and Wallet across several European markets to enhance our customers’ experiences by offering a state-of-the-art digital Ecosystem. 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 the 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 India specific benefits include:

• Employees Provident Fund [EPF]

• Gratuity Payment
• Public holidays
• Annual Leave, Sick leave, Compensatory leave, and Maternity / Paternity leave
• Annual Health Check up
• Hospitalization Insurance Coverage (Mediclaim)
• Group Life Insurance, Group Personal Accident Insurance Coverage, Business Travel Insurance
• Cab Facility
• Relocation Benefit

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.

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Estimated Job Posting End Date:

07-30-2025

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.