Operations
7012 – Senior Specialist, Operations
Overview
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.
Senior Specialist, Operations – Tokyo, Japan
This role is on the lookout for providing seamless support to the locations and partners of Western Union Retail Services, which consists of Western Union branches and subagent networks. You will be coordinating between various teams internally and externally to provide training and coordinate upgrades and roll outs, maintenance and troubleshooting as required.
You will propose operational improvement initiatives to business leaders, whilst ensuring processes are both commercially minded and consistent with regulations.
Role Responsibilities:
- Manage the end-to-end agent experience lifecycle management including onboarding lead times and post activation support.
- Oversee operations of Western Union’s Agent Network Management, Independents and branches roll out.
- Monitor Account Payout Network tasks and activities.
- Implement new processes to enhance service, improve cost effectiveness, improve quality, and address service issues for Japan network organization.
- Ensure efficiency and quality goals are met for all products and operational queues and departments daily, weekly, and monthly.
- Enabling operational excellence in service delivery and regulatory compliance within the country’s networks and customers through the coordination of Agent Operations activities, Regional Operation Centers, Compliance, and business.
- Experience in data analysis, market and trend research is a plus.
Role Requirements:
- A minimum of years’ experience in retail consumer, bank, financial services/payment services, call center organizations with emphasis on technology and process or product management. This includes retail point of sale technology, mobile and self-service consumer solutions.
- Experience is required in leading and managing large global cross-functional programs, with the ability to network and communicate across all functions and management levels.
- Experience working with program or project management principles, tools and processes is required with emphasis on Global Retail and Digital products and technologies.
- Detail and solution oriented and results driven – must have a proven track record of delivering high quality results and ability to solve complex challenges efficiently and independently in a global environment.
- Highly adaptable and quick to learn, with the ability to absorb new concepts efficiently and perform effectively in fast-paced, ever-changing work environments
- Excellent written and oral communication skills (both English and Japanese), excellent people skills and ability to influence peers and stakeholders in business and technical roles.
Work Shift
Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. The expectation is to work from the office a minimum of three days a week.
BENEFITS AND OTHER DETAILS
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. Please see the benefits below specific to your country. If applicable, additional role-specific benefits will be mentioned during your interview process or in an offer of employment.
Your Japan specific benefits include:
- Transportation allowance
- Vacation Leaves
- Medical Insurance coverage for you and your dependents (subject to policy conditions)
- Employee Assistance Program
- Global Recognition and Rewards Programs
Other Details
We are passionate about honoring our employee's identity and fostering a feeling of belonging. 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.
#LI-ES1 #LI-Hybrid
Estimated Job Posting End Date:
06-25-2026
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.
Our customer is at the heart of everything we do. Learn more:
Apply Today!
About Western Union
Western Union Company is a global leader in cross-border, cross-currency money movement. Our omnichannel platform connects the digital and physical worlds and makes it possible for consumers and businesses to send and receive money and make payments with speed, ease, and reliability. With our global reach, Western Union moves money for better, connecting family, friends and businesses to enable financial inclusion and support economic growth.
Western Union Listens
We hold employee surveys through our employee engagement tool, Western Union Listens, benchmarking our results against global peers. We use the results to continually improve our culture and workplace, and encourage managers to review, discuss, and take action on survey findings with their teams.
In 2024, the employee participation rate reached 84%.
Western Union Game Changers Global Recognition Program
Recognition is a critical link to performance, inclusion, diverse ideas, and fostering a workplace where our employees connect, show their appreciation, and feel valued. At Western Union, our recognition is about moments that matter.
Get to know Western Union
As you read some of our employee stories from around the world, we hope you see yourself reflected in the work we do and the people who make up our diverse team.
