Western Union - Senior Associate - Service Provider Governance

The Opportunity: Senior Associate, Service Provider Governance

Want to do work on a massively global scale with a FINTECH company that is poised to revolutionize the industry- Get to know Western Union as we establish a new, world-class Technology Engineering Center (TEC) in Pune, India to support global strategic initiatives. Be one of the first to join the team and help shape our company's digital capabilities and revolutionize an industry!

Among digital, person-to-person, international money transfer providers Western Union is the leader in number of customers, transactions and receive countries. We- ve built a powerful, cross-border technology platform for quickly moving money almost anywhere in the world.

- What sets us apart is a combination of a physical AND rapidly expanding digital network across 200 countries and territories with access to over 130 global currencies, our global compliance expertise and the proprietary technology behind it all.

- We continue to invest heavily in using, and developing technology that allows us to move money seamlessly; eliminating barriers based on location, currency, payment method, platform, etc. Some companies specialize in cash-based retail money transfer and others play only in digital. We are a leader in both!

- The Senior Associate, Governance Platform is accountable for supporting the governance platform which is the back bone for effective execution of the IT sourced service delivery model. This role is accountable for supporting the Service Provider Governance and IT service team in managing contractual aspects of the agreement, processing & reporting of service level and performance metrics related to the agreement.

- Establishing / coordinating contract administration, digitization, planning, commercial relationships, (invoice, billing validation and credits and service level management - reporting/ controls across sourced Service Contracts. This position works in close collaboration with the WU Service Provider Governance team, WU Corporate Procurement, WU Finance, and Service Provider(s).

- The Senior Associate of Governance Platform will maintain thorough knowledge of all aspects of the contracts and relationship with the assigned IT Service Provider or WU Business Unit to ensure service delivery compliance with the contracts.

- The incumbent needs to establish rigor and the right controls while ensuring constant efforts to reduce cycle time, improve relationships and drive efficient performance management responsibilities and administration of the service level methodology in the Service Provider agreements to assist Service Provider Governance in evolving and managing the service levels. Develop associated practices, procedures and tools.

Key responsibilities :

- Lead and manage offshore governance platform support teams

- Primary interface with the Governance Platform provider

- Lead and manage business driven platform change requests from initiation, prioritization, and estimation by platform provider through platform implementation.

- Establish framework for enhancements & work diligently within release window to ensure right benefits at optimal costs

- Lead platform release management process to ensure zero business disruption

- Lead UAT for platform releases into the environment (building test cases, testing & feedback)

- Mature governance platform processes working with the WU Service Provider governance team

- Establish consistent error free Performance Management/Service Level reporting

- Enable governance tools to proactively alert Obligations, Action & Deliverables

- Track conversations and convert into executable action plans

- Mentor the team in Financial Modeling, SLA Analysis, Contract Interpretations & Risk assessments

- Ensure a consolidated view of Service Provider performance is available on the platform dashboard and is an accurate presentation of Service Provider performance

- Conduct monthly service review meetings between the Governance, Finance and Procurement team to review team performance and collect feedback

- Act as point of escalation for any Tool related issues that arise at the end user level and coordinate with tools support team to expedite resolutions

- Manage Yearly PO renewals on time

- Enable and Trigger service level change process as per contract schedule

- Support the Service Provider Governance team by creating contract change requests as required

- Enable the Team to provide impact analysis for any contract change.

- Establish and enforce controls for Contract Changes, Invoices and Service Level Validations through structured and consistent rule base approach / process.

- Support Service Provide Governance in managing the services in line with the Agreement.

- Provide ongoing training and education to team members offshore on governance support services.

- Provide training to new WU business users as required; maintain training documentation and ensure they are current

- Create and maintain on-boarding checklist, process documentation and required matrixes

What we require :

- Bachelor's degree in Computer Science or Business is required

- Experience in Tools and processes engineering

- Minimum of 5-8 years of experience in managing IT services agreements and service providers

- Operational experience with N/W, Security, Development or IT infrastructure operations.

- Knowledge and experience in managing offshore teams

- Knowledge in CAPEX, OPEX, PO's and financial analysis

- Knowledge in various types of SLAs, OLA & KPIs

- Knowledge and experience in writing SOW's and Contracts

- Excellent verbal and written communication skills

- Excellent Microsoft Office skills

Apply :

If you- re ready for a challenge and want to be involved in something that will change an industry and impact millions of people and businesses around the world, then apply today!

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