Supervisor, Operations

Supervisor, Operations – Santa Ana, Costa Rica 

Do you enjoy planning for the future, ensuring that available resources are fit for their purpose? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then join Western Union as a Supervisor, Operations. 

Western Union powers your pursuit. 

As a Supervisor, Operations, you will lead and develop high performing teams responsible for delivering critical business services while driving operational excellence, process optimization, and automation. You will play a key role in ensuring service quality, managing risk, and supporting Western Union’s ongoing business and transformation objectives. 

This role is ideal for a people leader who thrives in a fast-paced operations environment and is motivated by continuous improvement, digital enablement, and measurable business impact. 

Role Responsibilities 

• Lead, coach, and develop Specialists and Senior Specialists to achieve service, quality, productivity, and compliance targets. 

• Monitor individual and team performance, providing timely, constructive feedback and development support. 

• Oversee onboarding, training, and ongoing support to ensure consistent performance standards and team capability. 

• Prioritize and delegate work effectively to balance customer impact, service levels, and resource availability. 

• Own day to day operational performance, ensuring adherence to SLAs, policies, and control frameworks. 

• Track, analyze, and communicate key performance indicators (KPIs), providing clear visibility into results for team members and stakeholders. 

• Identify operational risks, perform root cause analysis, and implement corrective and preventive actions. 

• Ensure operational objectives align with broader strategic and transformation priorities. 

• Define, document, review, and maintain standard operating procedures (SOPs) using process mapping methodologies (e.g., swim lanes, value stream maps). 

• Actively sponsor and lead process optimization and automation initiatives to improve efficiency, accuracy, scalability, and customer outcomes. 

• Serve as a delegated leader and backup for the Manager on complex operational matters. 

• Lead or contribute to cross functional initiatives and implementation projects of varying size and complexity. 

Role Requirements 

• Proven experience supervising teams in an operations, shared services, or service delivery environment 

• Strong people leadership skills, including performance management, coaching, and employee development. 

• Solid understanding of KPIs, SLAs, quality, risk, and control frameworks. 

• Experience documenting and improving operational processes. 

• Strong communication, organizational, and stakeholder management skills. 

• Ability to manage multiple priorities in a fast-paced environment. 

Nice to have 

• Demonstrated experience with process improvement methodologies (Lean, Six Sigma, or similar). 

• Hands on experience identifying and implementing process automation in an operations environment. 

• Experience using Microsoft Power Platform (Power Automate, Power Apps, Power BI) for workflow automation and reporting. 

• Microsoft Power Platform certification(s) (e.g., PL 900, PL 100, PL 200, PL 300) or willingness to obtain. 

• Experience supporting transformation or changing initiatives in a matrixed organization 

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 for applicants, including those with disabilities, during the recruitment process, following applicable laws. 

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