Western Union - Sr Specialist - Operations

The ROS is responsible for ensuring availability of Money Transfer services and new products with Network Agents in assigned regions. Continuously monitor and improve service quality at Point Of Sales to deliver superior service to consumers, creating customer loyalty and generating business growth.

- Coordinate activation process of WU Partners (Agents). This includes ensuring agent's readiness in legal, operational and technical aspects, software installation and initial and ongoing training of agent's staff (CSC, back office, POS as well as train the trainer?).

- Key contact between WU departments and Agents on all matters related to the operations/service aspect of the business, e.g. communications to the agents, implementation of procedures, software upgrades.

- Ensure Network Agents are in full compliance with worldwide operating policies and service standards. Manage and implement quality assurance programs. Manage POS audits, define subsequent strategy for improvement and ensure implementation at Agent level.

- Manage various projects to ensure efficiency and cost saving at agent level while maintaining optimum service quality (e.g. host to host project management, loyalty card)

- Actively contribute to Country Management by identifying opportunities and providing operational advice and expertise to Marketing, Country Managers as well as other functional areas.

Requirements:

- Minimum 5 years of experience in operations and/or training and/or quality

- University degree IT or business preferred

- Project Management (PMP desired)

- CIE desired (Insurance sector)

- Business Process formulation & Understanding

- Understanding of banking operations preferred

- English language - very good command

- Basic understanding of telecommunications and very good computer skills (usage, configuration, installation)

- Good analytical skills

- Ability to communicate effectively and efficiently at all levels of the organization, with consumers and agent staff at level of location

- Team player emphasize

- Ability to travel intensively

- University degree IT or business preferred