Head of Operations (Retail\Digital) for Middle East, Pakistan & Afghanistan (MEPA) based in Dubai, UAE

Are you ready to lead a critical business function at the intersection of operational excellence and large-scale transformation? 

Do you thrive in complex, fast-paced environments where you can drive business performance, lead strategic change, and deliver exceptional customer and agent experiences across both retail and digital channels? 

Would you like to play a key role in shaping the future of a rapidly evolving region by ensuring operational stability while enabling the successful delivery of transformative business initiatives? 

Join Western Union as Head of Operations, Middle East, Pakistan & Afghanistan (MEPA), based in Dubai. 

Western Union powers your pursuit. 

As Head of Retail\Digital Operations for MEPA, you will lead a hybrid role that combines operational leadership with strategic transformation delivery. You will be responsible for the active oversight and management of day-to-day operations while driving the operational readiness and execution of major business programs that support regional growth, modernization, and digital innovation. 

Reporting to the Regional Vice President, Operations & Program Management, you will work as a trusted business partner to the regional leadership team, ensuring operational resilience, service continuity, and successful change adoption across the region. 

This is a hybrid role based in Dubai (minimum 3 days in the office). 

Role Responsibilities 

• Lead day-to-day Retail and Digital Operations across the MEPA region, ensuring efficient business performance, service stability, and operational excellence 

• Proactively monitor operational health, identify service quality deterioration, and drive timely interventions to minimize customer and agent disruption 

• Oversee the resolution of operational incidents, ensuring effective communication, governance, and stakeholder management throughout incident lifecycles 

• Develop and execute operational strategies that support major business programs, transformation initiatives, and future growth objectives 

• Partner closely with Program Management, Product, Engineering, Customer Care, Compliance, and other key stakeholders to operationalize strategic initiatives successfully 

• Drive operational readiness for large-scale transformation programs by identifying impacts, dependencies, risks, and mitigation plans 

• Design and implement change management strategies that ensure service continuity while enabling successful business transformation 

• Establish and maintain governance frameworks that support operational performance, risk management, and change delivery 

• Lead the planning and execution of scheduled operational changes and service events, minimizing customer impact and business disruption 

• Foster strong collaboration across regional and global teams to ensure alignment on priorities, delivery milestones, and operational commitments 

• Identify operational improvement opportunities, streamline processes, and implement initiatives that enhance efficiency, scalability, and customer experience 

• Represent regional operational requirements and stakeholder interests within global projects, ensuring local business needs are effectively incorporated 

• Build strong partnerships across functions while influencing key stakeholders to achieve targeted business outcomes 

Role Requirements 

• Proven leadership experience in operations management within financial services, payments, fintech, digital platforms, or a similarly complex environment 

• Demonstrated track record of delivering operational excellence while leading large-scale transformation, change, or business integration programs 

• Strong commercial acumen with the ability to balance operational risk, customer needs, and business objectives 

• Experience managing operations across multiple markets, with knowledge of Middle East markets highly preferred 

• Deep understanding of operational governance, service management, incident management, business continuity, and operational risk frameworks 

• Strong project and change management expertise, with the ability to drive execution in complex, matrixed organizations 

• Knowledge of card and wallet ecosystems, including multiparty settlement architectures and associated operational processes, is highly desirable 

• Proven ability to influence senior stakeholders and build effective relationships across business, technology, product, and support functions 

• Exceptional communication, presentation, negotiation, and stakeholder management skills 

• Customer-centric mindset with the ability to develop innovative and pragmatic solutions aligned to business needs 

• Strong analytical and problem-solving skills, combined with the ability to make sound decisions in fast-changing environments 

• Self-starter with excellent organization and prioritization capabilities, able to manage multiple initiatives simultaneously 

• Fluency in written and spoken English is required. Proficiency in Arabic is an advantage. 

• Bachelor's degree required; advanced degree preferred 

We make financial services accessible to humans everywhere. Join us for what’s next. 

Western Union is well positioned to become the world's most accessible financial services company—transforming lives and communities. 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 UAE specific benefits include: 

• Group Life policy, fully sponsored by Western Union 

• Comprehensive Group Medical policy – spouse and children up to age 25 may be covered, subject to eligibility requirements 

• Housing Allowance 

• Children Education Reimbursement Scheme 

• Club Membership Reimbursement Program​

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.

Our Hybrid Work Model categorizes this role as Hybrid, 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 per 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.