Senior Manager Operations

JR0124283

Senior Manager, Operations - Dubai, UAE

Does playing a critical role in managing and improving the delivery of service in a dynamic environment sound exciting to you? How about working for a global fintech company on global impact projects to achieve service excellence? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Join Western Union as a Senior Manager, Operations.

Western Union powers your pursuit.

As a Senior Manager, Operations, you will be primarily responsible for managing day-to-day Operations and Service support activities for Gulf Countries including planning, orchestrating and directing the implementation and management of MEPA Operations strategies to improve service quality in addition to key projects/global programs that deliver transformative changes and enduring business benefit.

Role Responsibilities

• Active oversight and governance of day-to-day Operations that are key to efficient running of the Gulf Business.
• Prompt detection, management and resolution of service incidents to minimize Business impact.
• Ensure appropriate local involvement by Business and other stakeholders, including Western Union Agents.
• Anticipate, create and maintain full Program of Changes requiring Operations support.
• Support change through proactive management of scheduled service events.
• Develop, implement and maintain solid local plans that "operationalize" tasks/activities in support of the change program.
• Oversee and drive initiatives with all stakeholders. Ensure Business satisfaction with progress and delivering results to agreed quality, schedule and budget.
• Effective and timely intervention to arrest/improve deteriorating service trends in support functions.
• Cohesive and inclusive approach involving other group units to leverage/optimize use of Shared Services.
• Proactive review of service processes to identify pain-points, research and propose changes that promote improved efficiency and effectiveness.
• Proactive management of business and other regional relationships with appropriate intervention and escalation to resolve issues/risks.
• Active engagement in program to ensure clarity of understanding (impacts and benefits) and effective representation of Gulf needs/concerns on the program agenda.
• Play a key role in the management and coaching of Operations resources. Ensure Performance targets are set, managed and tracked, performance management/feedback is embedded, developmental areas identified and addressed, positive team mood and culture of 'results delivery' and ‘service excellence’ is in place.
  
  

Role Responsibilities

• Minimum of 7 years’ experience in retail/consumer financial services, payment services and Money Transfer industry.
• Experience in building strong B2B relationships.
• Solid background in Operations and Technology.
• Demonstrated experience managing and executing projects, with a proven ability to deliver complex projects on time.
• Bachelor’s degree required; advanced degree or professional certifications preferred.
• Effective communication, influencing and negotiation skills at all levels among a diverse set of organizational stakeholders.
• Exceptional organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Business-centric and risk-aligned approach to results-delivery and demonstrated passion for service excellence.
• Ability to identify and understand business needs and key conditions of satisfaction so that results are properly aligned and deliver business benefit.
• Performance driven mindset and solution-oriented focus.
• Solid experience of progressive management underpinned by a track record of successful delivery of results within challenging timeframes.
• Creative and adaptive approach overcoming challenges.
  
  

We make financial services accessible to humans everywhere. Join us for what’s next.

Western Union is positioned to become the world’s most accessible financial services company —transforming lives and communities. We’re a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and s around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.

Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You’ll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you’re ready to help drive the future of financial services, it’s time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/.

Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few (https://careers.westernunion.com/global-benefits/). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

Your Dubai Specific Benefits Include:

• 25 days annual leave
• Life & Medical Cover
  
  

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week.

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

Estimated Job Posting End Date:

05-25-2025

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.