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Senior Manager, Agent Support – Vilnius, Lithuania

Do your talents lie with developing and motivating a team? Are you able to make tough calls on complex situations? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then it’s time to join Western Union as a Senior Manager of the Agent Support.

Western Union powers your pursuit.

As a Senior Manager you will be to ensure profitability by generating revenues through cost controls associated with production and service standards by serving the agent/customer base and agent/customer network for an assigned region and/or product. Responsible for ensuring service quality and support objectives consistent with strategic goals and standards. Enhance service quality, ensure compliance with operating standards, and optimize service delivery and business growth. You will develop and execute the job leveraging analytics and focus on Agent/Customer experience to support improvement across end-to-end Agent & Partner Care Operations. Actively create, identify, and lead projects to implement changes for improved service delivery, including robotics, policy/process changes, operational changes, personnel changes, and strategic organizational changes. Make critical business decisions daily that ensure operational performance and improve customer/agent satisfaction. Support business leaders (managers/directors) and key stakeholders through alignment on key performance indicators, incident management, problem solving and project implementation. Decisions are guided by data analysis, identification of trends, major issues and actionable opportunities. Design solutions, and quantify potential financial savings impact using resource availability, organizational objectives and regional strategy/global priorities.

Monitor performance of the team—including internal employees and contracted partners—when supporting requests received in the department within stablished criteria (SLAs); make sure team is accountable for the follow up or resolution of assigned tasks as well as identify and give visibility to areas with opportunity for improvement and solutions implemented. Direct oversight and dotted line leadership of Tier 1 Partner Site team leaders, including weekly team meetings and 1:1 sessions to review performance quality and knowledge transfer.

Role Responsibilities

  • Support decisions on day-to-day operations, strategic planning, and specific business performance issues.
  • Work cross-functionally with key stakeholders in Operations, Network, Product, Engineering, and other groups to identify, improve, and document performance.
  • Develop workforce strategy of people management of escalations team and oversight of quality at partner sites.
  • Lead continuous improvement projects to identify, develop, test, and implement strategic priorities to improve service quality and operational procedures.
  • Participate on different company level projects for product enhancements, pilots, product launches, and/or partners launches as an SME (subject matter expert).
  • Analyze data and identify major issues and actionable opportunities, design solutions, and quantify potential bottom-line financial and/or operational impact (process mapping, analyze metrics, interviewing teams, work shadowing & documentation).
  • Monitor and take actions to maintain OKR’s within SLA.

Role Requirements

  • Higher Education and solid experience in Business or Project Management and leading the teams.
  • Ability to communicate effectively and professionally with people at all levels of the organization and strong presentation skills.
  • Leadership skills to create a supportive and motivating work environment.
  • Strong time and work management skills and problem solving capabilities.
  • Analytical skills and decision-making ability.
  • Emotional intelligence management knowledge.
  • Approachable, accountable and trustworthy.
  • Experience of work in fast pace and changing environment and ability to work under pressure.
  • MS Office, Power BI, AS400, Salesforce knowledge
  • Proficient on processes related to APN support including but not limited to Transactional support, Settlement and accounting, management of Internal accounts for adjustments, escalation of issues due to technical constraints, investigation of cases to create EDAs, knowledge of basic functions from other areas and products would be a plus.
  • Certified SAFe Practitioner (SP) - Scaled Agile, Project Management, Lean Management – would be an advantage.

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 receivers 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/.

Salary

The monthly gross base salary range is 3937 – 6562 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.

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 Lithuania specific benefits include:

  • Private Health Insurance (3 options)
  • Life & Accident Insurance
  • Additional days off
  • Wide variety of discounts and special offers
  • Volunteering activities
  • Referral program

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.

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Estimated Job Posting End Date:

03-31-2024

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.

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Confirmed 18 hours ago. Posted 12 days ago.

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