Senior Supervisor, Global Digital Collections & Loss Management

Senior Supervisor, Global Digital Collections & Loss Management – Santa Ana, Costa Rica 

Do you enjoy inspiring others to provide crucial business services to various internal customers? Are you ready to lead the chargeback & consumer collections processes? Join Western Union as a Senior Supervisor, Global Digital Collections & Loss Management. 

Western Union powers your pursuit. 

This role will be primarily responsible for oversight and management of money transfer operations for Western Union Global Digital Collections & Payments infrastructure. The position provides key operational insights on operational performance and best operational digital payments practices, drives optimization & automation initiatives. You will work closely with various departments, vendors, and stakeholders to maintain best in class digital collections & payments systems and resolve incidents. 

Role Responsibilities 

• Delivers best in class operational execution in line with agreed upon KPIs. 

• Operational readiness on new product/market launches. 

• Leads Monthly/Quarterly Business Reviews with stakeholders. 

• Responsible for maintaining relevant tools & systems in coordination with Tech/Product Teams and developing & maintaining existing/new processes. 

• Ensure timely, accurate & complete reporting of operations performance, supports Monthly/Quarterly Business Reviews. 

• Heavily involved in Continuous Improvement, Optimization & Automation initiatives. 

• Ability to work in cross-functional & collaborative working environment globally. 

• Administrative – Team management, Hire and On boarding of new employees, prepares business cases and justifications for positions required – Business Continuity plan. 

Role Requirements 

• Bachelor’s in business, Technology, Mathematics, Engineering or Finance fields. MBA advantage. At least 1-2 years working experience within digital payments and/or cards related areas.  And, 1-2 years working experience as a Manager or Team Leader.  

• 3-5 years of financial industry experience. (Experience in Digital payments e-commerce role would be considered as advantage.) 

• Proven experience in successfully leading and managing teams and track record demonstrates accountability. 

• Experience managing charge-backs and digital collections processes. 

• Strong communication skills, self-motivation, and results-oriented approach. 

• Strong interpersonal and leadership skills with the ability to interact at different levels of Management. Ability to grasp new concepts and integrate quickly to deliver results. Multi-tasking problem solver, with a high degree of professionalism and discretion. 

• Proven ability to work across diverse global teams to develop and document business requirements. 

• Project Management & Automation experience & Lean highly desired.  

• Proficient with Microsoft products (Advanced Excel). Proficiency with SQL, Power BI, Python and Power Automate would be considered as advantage. 

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 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 

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.