Agent Operations, Manager

Agent Operations, Manager – Vilnius, Lithuania

Are you ready to join a team in a global company that manages complex digital projects affecting the launch and sustainability of mobile apps? You will coordinate activities of a project team, including research, analysis, documentation, problem resolution, training, status reporting, implementation, and post-rollout review/audit. You will also proactively collaborate and identify processes and partner with teams to help identify robotics process improvement opportunities. Join Western Union as an Agent Operations, Program & Project Management Lead.

Motivated by our values: purpose driven, globally minded, and trustworthy & respectful

We're a FinTech that's using insight from customers and colleagues worldwide to improve financial services for families, small businesses, multinational corporations, and non-profit organizations. We're a team of over 10,000 people spanning 200 countries and territories. We believe when money moves, better things happen.

Better starts and ends with the customer

We'll be looking to you to support profitability by generating revenue or cost savings opportunities through process controls associated with service standards within the networks, channels and technologies offered for banking and biller partners and customers. Responsible for ensuring service quality and support objectives consistent with strategic goals and standards. Enhance service quality, ensure compliance with operating standards, and provide expertise and process optimization to improve service delivery and business growth. Monitor and evaluate improvement initiatives, maintain documentation, control and proper tracking of them and develop presentations for communication. You will perform duties and make complex recommendations under limited supervision, applying a broad knowledge of principles, practices and procedures. You will need to consider the evaluation, originality, pro-activity, commitment and have excellent negotiation skills. You'll be responsible for ensuring that Western Union Money Transfer services and products offered through Account Payout Network and Biller environments, are deployed with our business partners effectively and that service quality and supporting objectives are consistent with strategic goals and standards. You'll manage the day-to-day performance across the operational departments ensuring that the teams adhere to internal policies and contracts whilst demonstrating customer service excellence. You'll use your strategic thinking and planning skills to improve productivity, create efficiencies, and coordinate between back-office teams to ensure workflow is maximized.

For such a detail-driven role, you will need to have obtained your major degree in Industrial Engineering or Business Administration or similar career fields.  You will need to have +3 year experience working in process automation, process improvement, business analysis and optimization. You must be fluent in English and proficient and have flexibility to support different time zones within the America's region. Multicultural experience is important to be able to connect with geographically distributed teams and show aptitude for pushing initiatives, strategies and efforts completed and solved. Any project management and lean framework experience will be a plus. It would be preferred if you have worked on digital projects in financial services/global money transfer industry.

Join us, and let's connect the world

Western Union is transforming its business and shaping the financial services sector by driving quality, convenience, and customer service to new levels of excellence. It's an exciting time for our organization, as the largest cross-border money transfer operator, trusted by millions of consumers around the world. If you're ready to unleash your potential to help drive change through bottom-up innovation, apply now.

We're a company on the move, and we want our people to grow and develop. You'll have plenty of opportunities to learn new skills and build a career, as well as a great salary and benefits package.

We are passionate about our 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 on the basis of race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran (U.S.) status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, in accordance with applicable laws.

The monthly gross base salary range is 2881-4780 EUR. This range represents the anticipated low and high end of the salary for this position. This role is also eligible to receive an annual bonus that align with individual and company performance. Actual salaries will vary and are based on factors such as a candidate's qualifications, skills, and competencies. Salary is one component of the Western Union total compensation package, which includes short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few! The Recruiter will share other benefits specific to your location and role during the interview process.