Western Union SVP, Global Operations Leader in Englewood, Colorado

Job Title: SVP, Global Operations Leader

Requisition #: 1800980

The Opportunity:

As GlobalOperations Leader this position will be responsible foraggressively drive end-to-end process improvements to: (i) improve outcomes (e.g., customer satisfaction, quality/error rate), (ii) continuously drive reductions in costs for the same scope of work, and (iii) incorporate a broader scope of work with the wider organization to incorporate new activities into operations where appropriate

Sound interesting? Here are somespecifics:

  • Define future state operations model,including specifics around how policy teams and operations teams will interact

  • Merge existing customer care and ROC teamsinto a single streamlined operations organization

  • Determine Operations headcount andfootprint plan (e.g. How many sites and where – LAROC, EUROC, MROC, AROC,Cobalt)

  • Pilot and share learnings around workmoving into Operations organization using clear success criteria and KPIs (e.g.financial operations, Cross Functional Team value stream)

  • Ownership and execution for customer andpartner care activities serving both BUs

  • Leadership for both outsourced (vendor)and insourced (ROC) customer and partner call handing including all non-salescall types for MT and Payments BU customers and partners (including agents)

  • Contract with BUs and other functionalteams (e.g. Compliance) to perform care services within set SLAs, acting as ameaningful participant in the e2e customer value delivery chain

  • Capability ownership for WU’s captiveoperating centers (currently LAROC and EUROC, should expand to include MROC,AROC and potentially “Cobalt”)

  • Set clear engagement model with BUs andfunctions (policy owners) who contract with ROCs for standard, repeatableprocess to be executed within set SLAs

  • Define approach for outsourcing androbotics of processes that can be done less expensive vs. in-house

  • Outline engagement model for staffaugmentation in the ROCs that does not involve SLAs and does not report to theROC (e.g. digital distribution team)

What you will need tosucceed:

  • 10+ years of years of proven operationalexperience, holding positions of advancing responsibility

  • 5+ years of direct experience leading amature lean operations shop for a multinational public company (or similar)

  • 3+ years of experience in leading aregulated call center environment

  • BSc/BA in Business Administration orrelevant field; MSc/MBA is a plus

  • Proven skills in organizationaldevelopment, personnel management, budget and resource development, andstrategic planning

  • Proficient in lean management and/or agile

  • Knowledge of automating manual processesthrough digitization and robotic process automation

  • Able to take a strong leadership role inimplementing policies and procedures to support organizational objectives andbusiness success

  • Able to have transparent and productiverelationships with peers and collaborate successfully

  • History of being a company-widechange-agent that influences strategic actions and mindset changes

What it’s like here:

Western Union (WU) is a company on the move! We believe that when money moves, better things can happen. From small businesses and global corporations, to families near and far, or NGO’s in the most remote communities on Earth, WU helps people and business move money globally. We have a rich legacy of innovation and are continuing to develop new and more convenient ways for our customers to send and receive money through digital, mobile and retail channels. We have a combined digital and retail network that spans over 200 countries and territories. Some companies specialize in cash-based retail money transfer and others play only in digital. We are leaders in both!

Being on the Western Union team means being tenacious and goal-oriented. It means taking risks and quickly finding the path to success. It means having integrity and finding ways to make things work. It means thriving as part of a diverse, global team of over 10,000 people who are committed to moving money for better . It means being driven to win, and to do work that makes a difference… on a global stage. Sound like you? Apply now!

Inclusion and diversity are fundamental to our culture and success. Achieving our common vision depends on people with diverse backgrounds working together. Who knows; your unique point of view could be the key to our next groundbreaking idea. We’d love to explore that possibility!