Cluster Supervisor – Brussels and Wallonia

Cluster Supervisor – Brussels and Wallonia

As a Cluster Supervisor, you lead by example and ensure the smooth daily operation of your assigned stores between 10-20. — such as money transfers, currency exchange, and additional service channels — you are responsible for supervising the in-store teams and ensuring compliance with all operational, regulatory, and customer service standards. In addition to that you will be subject to perform all the customer-facing tasks of Frontline Associated if needed

You act as the primary point of contact for your team and are responsible for coordinating workflows, supporting team development, and maintaining service excellence.

 Key Responsibilities:

• Apply the objectives of the Stores and monitor all aspects of activity (commercial, human resources, back office, security, controls, office equipment orders, local and foreign currencies). Serve as the Stores representative to management and to management at the branches. Monitor and ensure full compliance with KYC/AML and company operational standards.
• Provide hands-on training and onboarding support for new team members
• Assist in resolving escalated customer issues and internal incidents
• Oversee the implementation and quality of additional service channels delivered at the store
• Manage communication with country management and escalate critical issues when needed
• Conduct store checks to ensure necessary office materials, cleanliness, efficiency, and customer-readiness at all times.
• Contribute to performance monitoring and assist in meeting store targets
• Coordinate and, when needed, participate in promotional or marketing activities such as local sponsorship events, flyer distribution, or other brand visibility initiatives in collaboration with management
• Analyze the Stores’ monthly performance and incentives in compliance with the standards and processes. Define and decide with your Team on the actions to be implemented and their follow-up.
• Participate in the recruitment and initial training of new FLAs. Ensure ongoing training in the field (organize refresher workshops, train on new products and processes, etc.)
• Support the individual development of the FLAs and conduct evaluations, set targets and goals. Lead and motivate your team. Help FLAs to resolve internal among them or client external conflicts with Customer.
• Coordinate the staff allocation across the Stores. Manage access to various systems, particularly Symex and Wupos.
• Propose and implement actions to develop the stores in your area.
• Perform and oversee daily customer transactions, including money transfers and currency exchange, place Foreign and Local currencies orders for the stores
• Supervise and support the Frontline team in all store activities
• Coordinate team scheduling, task delegation, and daily priorities
• Monitor and ensure full compliance with KYC/AML and company operational standards
• Provide hands-on training and onboarding support for new team members
• Assist in resolving escalated customer issues and internal incidents
• Oversee the implementation and quality of additional service channels delivered at the store
• Manage communication with country management and escalate critical issues when needed
• Conduct store checks to ensure necessary office materials, cleanliness, efficiency, and customer-readiness at all times
• Contribute to performance monitoring and assist in meeting store targets
• Coordinate and, when needed, participate in promotional or marketing activities such as local sponsorship events, flyer distribution, or other brand visibility initiatives in collaboration with management
   

Role requirements

• Previous experience in a customer service leadership or supervisory role
• Proven ability to coordinate small teams with professionalism and accountability
• Excellent knowledge of money transfer and currency exchange operations
• Strong communication and interpersonal skills
• High sense of integrity, reliability, and problem-solving ability
• Ability to remain calm under pressure and resolve issues quickly
• Fluency in English, Dutch and French
• Strong command of digital tools, store systems, and reporting procedures
• Willingness to adapt to new service offerings and changes in operations

Note on Service Scope:
While the Senior FLA role focuses primarily on overseeing the store’s core financial services — money transfers and currency exchange — it also includes the coordination and support of all additional partner services offered. These may evolve over time, and as such, flexibility, leadership, and proactive collaboration are key to your success in this.

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 below benefits specific to your location and note that your recruiter may share additional role-specific benefits during your interview process or in an offer of employment. 

Your Belgium specific benefits include:

• Lunch vouchers
• Life and medical cover

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.

Estimated Job Posting End Date:

10-19-2025

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.