Director of Banking Operations

At Western Union, we’re more than a trusted name in global payments. We’re moving beyond remittances, beyond cash, and beyond the expectations of our customers.

Our talented teams enable us to transform into a digital-first company, built on the strength of our retail foundation and powered by next-generation payments. All this with the goal of helping people prosper.

Our customers inspire us to push boundaries and create services that make life easier and communities stronger. Wherever you are in the world, we’re committed to shaping the next generation of financial experiences.

Join us as we go beyond and be part of a team that’s redefining what’s possible.

• Own and manage the bank's operational process landscape
• Customer onboarding
• Payments and transactions
• Lending operations
• Customer servicing
• Define, document, and continuously improve standardized processes
• Establish clear process ownership and accountability
• Drive performance through KPIs
• Ensure processes are simple, scalable, and digitally enabled

Process Optimization & Continuous Improvement

• Identify inefficiencies and redesign processes to reduce complexity
• Apply structured methodologies (e.g., Lean, continuous improvement)
• Increase automation and straight-through processing (STP)
• Minimize manual interventions and improve consistency

Project & Portfolio Management

• Process improvements
• Automation initiatives
• Customer journey enhancements
• Platform and vendor-related changes
• Prioritize initiatives based on strategic impact
• Ensure disciplined execution (timelines, resources, outcomes)
• Collaborate with Product, IT, and Risk teams
• Track benefits realization (efficiency, cost, customer experience)

Automation & Digital Operations

• Drive adoption of APIs, workflow tools, RPA, and AI-supported processes
• Build scalable operations without proportional cost increases
• Ensure transparency and reliability of automated workflows

Operational Performance Management

• Define and monitor KPIs and operational dashboards
• Leverage data to identify bottlenecks and improvement opportunities
• Continuously optimize productivity and service levels

Vendor & Partner Management

• Manage relationships with key partners:
• Payment providers
• KYC/onboarding vendors
• Core banking and platform providers
• Define and enforce SLAs
• Seamlessly integrate partners into operational processes

Customer Experience Enablement

• Improve operational aspects of the customer journey
• Reduce friction, delays, and errors
• Support digital self-service and faster resolution times

Governance & Risk Management

• Ensure processes are well-documented and consistently followed
• Maintain a pragmatic, embedded control environment
• Support audits and compliance requirements without overcomplicating operations

Leadership & Culture

• Build and lead a lean, high-performing team
• Foster a culture of
• Ownership and accountability
• Continuous improvement
• Process discipline
• Enable strong cross-functional collaboration

Role Requirements

• Bachelor’s degree (or higher) in Business, Finance, Technology, or a related field
• 7–10 years of experience in banking, fintech, digital operations, or operational leadership
• Relevant certification (e.g., CIA, ACA, CFE, CISA) preferred
• Strong experience in operational excellence and Lean methodologies
• Advanced knowledge of automation and workflow tools
• 2–4 years of leadership experience
• KPI and performance management expertise
• Strong project and portfolio management capabilities
• Deep understanding of digital banking operations and customer servicing processes
• Experience managing vendors and strategic partners
• Proven leadership and people management skills
• Strong problem-solving and decision-making abilities
• Excellent stakeholder management and cross-functional collaboration
• High ownership, accountability, and strategic thinking
• Strong continuous improvement mindset with focus on scalability and efficiency
• Fluent in English (German 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/

Salary

We are under legal obligation to indicate the minimum salary, which is EUR

99 000 gross per year for this position. However, our attractive compensation packages follow current market salaries and can therefore be significantly above the indicated minimum salary.

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 Austria specific benefits include: 

• Comprehensive life & medical cover
• Contributory pension plan
• Luncheon vouchers
• Other partner 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, colour, 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. 

Estimated Job Posting End Date:

06-15-2026

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.