Manager, Digital Banking Operations

hace 2 semanas

Santa Ana, Costa Rica Western Union A tiempo completo

Manager, Digital Banking Operations - Santa Ana, Costa Rica**Are you ready to join a growing Decision Sciences team in a global company that customers depend on to prevent fraudulent transactions? Do you enjoy using hard data and metrics to back up assumptions? Join Western Union as Manager, Digital Banking Operations.

Western Union powers your pursuit.


We are looking for someone who would be part of the Payments Team and will be supporting Digital Banking operational activities for North America & other markets.


Role Responsibilities

  • Responsible to manage cards dispute process & related consumer collections, operational support to key products including digital wallets, prepaid, among others, reporting & analysis, resolution of complex incidents, ensuring compliance to US regulations, deliver high quality services and best in class customer experience. The position will also work in crossfunctional environment, partnering with vendors, payment processors, networks, and other relevant agents to execute as per strategy.
  • Ensure Operational readiness on but not limited to, cards dispute management, consumer collections, digital payments processing exceptions management, complex issue/customer claims resolutions.
  • Responsible for reporting, monitoring, and optimizing dispute management performance.
  • Ensure proper reporting of operations performance, Leads Monthly/Quarterly Business Reviews.
  • Responsible for developing, implementing, and maintaining new processes for both new and existing payment methods.
  • Drives Continuous Improvement, process Optimization & Automation initiatives.
  • Support vendor relationships, resolving day to day issues, and supporting strategic initiatives.
  • This role will manage a number of analysts. Manager is responsible of proper team staffing, Hire and Onboarding of new employees, PTO coordination.
  • Writes and defines JDs for the roles in the organization.
  • Prepares business cases and justifications for positions required.
  • Owns the Business Continuity plan.

Role Requirements

  • Experience in Digital payments ecommerce role, preferred experience in Digital Banking.
  • Experience managing US chargebacks and consumer collections processes.
  • Strong communication skills, selfmotivation, and resultsoriented approach.
  • Strong interpersonal and leadership skills with the ability to interact at different levels of Management.
  • Proven experience in successfully leading and managing teams and track record demonstrating accountability.
  • Ability to grasp new concepts and integrate quickly to deliver results.
  • Multitasking problem solver, with a high degree of professionalism and discretion.
  • Proven ability to work across diverse global teams to develop and document business requirements.
  • Bachelor's degree in Business Administration / Finance. MBA highly desirable.
  • 57 years of financial industry and management experience.
  • Project Management & Automation experience is a must.
  • Lean, Green Belt highly desired.
  • Proficient with Microsoft products (Advanced Excel, SQL, Power BI).
  • Proven experience in successfully leading and managing teams.

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.


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

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