Leader, Technology Business Ops

**Leader, Technology Business Ops - Santa Ana, Costa Rica**

Do you enjoy leading and digital monitoring? 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 **Leader for Technology Business Ops**.

**Western Union powers your pursuit.**

**Role Responsibilities**
- Manage teams across various locations in Western Union
- Monitoring of the Digital front end assets to assess the health of the site - use essential tools for monitoring, run regular site scans and observability dashboards to identify issues.
- Keep track of KPIs, identify any customer experience issues, report and track until issues are resolved. Identify and troubleshoot the issue, then raise incident tickets. Perform SOP based support and escalate to respective Technology teams.
- Work closely with Digital L2 support teams to ensure issues identified are resolved by technology teams.
- Production Back Log (PBL) prioritization to get the production issues resolved on an expedite manner.
- Perform sanity testing post release and change requests to production environment.
- Ensure team resolves incident tickets reported within the SLA.
- Resolve and handle customer issues from executive escalation teams.
- Assist with partner engagement to ensure issues reported by partners and integration support teams are addressed.
- Create outage notification banners for sites; Provide outage impact assessments.
- Provide team performance KPI, OKRs and regular weekly and monthly updates to leadership.
- Keep track of team’s time entry, productivity, accomplishments, and well being
- Travel may be required at an average of 5% (once a year).

**Role Requirements**
- 8+ years in a Financial/Operations environment.
- Bachelor’s degree in engineering, Business, Communications, Finance, Data Analytics or related field of studies.
- English communication skills at a B2+ level.
- 5+ years of experience in:

- Monitoring tools, Business analysis, Data gathering and reporting.
- Monitoring Tool
- QM, Amplitude, Splunk, ObservPoint, One Trust, Qualtrics, ServiceNow.
- Microsoft Office Suite
- Leadership as a people manager.

Behavioral traits desired for this role include analytical, organizational, and customer service skills, self-motivation, results-oriented approach, and adaptability.

**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**

Your Costa Rica
- specific benefits include:

- Asociación Solidarista
- Paid time off including extended maternity leave.
- In house company doctor services
- Continuing Education
- Transportation services options
- Parking spaces
- Hybrid model work
- Flexible Working Schedules if applicable
- Referral Program award
- Employee Resource Groups (ERG) and committees to volunteer with
- Carpooling Program
- Price Smart membership
- Pan American Medical and Life insurance
- Cafeteria Subsidy

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.

LI-SM1 #LI-Hybrid