Job Title: Senior Operations Manager
This role is focused on providing seamless support to retail locations and partners. You will be coordinating between various teams internally and externally to provide training, upgrades, and maintenance.
Key Responsibilities:
* Manage the end-to-end agent experience lifecycle including onboarding and post-activation support
* Oversee operations of Western Union's Agent Network Management, Independents, and branches roll out
* Partner with call centers to enhance service quality, drive growth initiatives, and implement cost optimization strategies
* Focus on improving operational efficiency and productivity across retail locations to deliver exceptional customer experiences and achieve business objectives
* Support upcoming digital operations framework for Australia Digital business
* Monitor Account Payout Network tasks and activities
* Implement new processes to enhance service, improve cost effectiveness, improve quality, and address service issues for Australia 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
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
* Experience 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
* Excellent written and oral communication skills excellent people skills and ability to influence peers and stakeholders in business and technical roles
Benefits:
* Life/Accident Coverage
* Superannuation Plan
* Paid Time Offs
* Employee Wellness
* Global Recognition and Rewards Programs