Specialist, Operations – Quezon City, Philippines 

Are you passionate about helping others and providing a world-class customer experience? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then join Western Union as an Operations Specialist. 

Western Union powers your pursuit. 

In your role you will be responsible for performing deep root cause analysis to identify and eliminate the underlying issues triggering Customer issues and complaints.  Consistently providing exceptional customer care is a hallmark of the role, with the aim of not only addressing the immediate concern, but more importantly, earning the goodwill and loyalty of each and every customer in the process.  You will also need to have product, process and compliance awareness to handle issues.   

Role Responsibilities 

Leverage Speech to Text Analytics and Voice of the Customer Techniques to identify our customer’s needs and improvement opportunities. 

Subject Matter Expert (SME): Serve as the go-to expert for deep dive analysis and customer journey mapping for escalations and executive complaints. Provide guidance and support to the team on complex issues and best practices. 

Training and Development: Conduct training sessions for analysts, ensuring they are well-equipped with the necessary skills and knowledge to perform their roles effectively. Develop training materials and resources to support ongoing learning and development. 

Standard Work Maintenance: Regularly review and update standard work procedures to ensure they are current and aligned with best practices. Implement changes as needed to improve efficiency and effectiveness. 

Lead and facilitate Problem Solving: Utilize 8 Steps A3 methodology to address and resolve issues impacting our customer's experience. This includes employing tools such as fishbone diagrams and the 5 Whys technique to identify root causes and develop effective solutions. The Specialist will be responsible for documenting the problem-solving process and ensuring that all relevant stakeholders are informed and involved. 

Perform deep process mapping: Create detailed process maps to analyze and improve workflows. This includes using techniques such as swimlane diagrams, SIPOC (Suppliers, Inputs, Process, Outputs, Customers) analysis, and spaghetti diagrams to visualize processes and identify areas for improvement. Ensure that these maps are comprehensive and accurately reflect the current state of operations, providing a clear path for process optimization. 

Identify and outline key opportunities and action items: Ability to identify and define action items across various departments including Operations, Product, Compliance, and Technology. This involves conducting comprehensive analyses and ensuring that all relevant aspects are considered. Responsible for creating detailed agreements that include due dates and next steps, ensuring that all stakeholders are aligned and is properly report to Sr Leadership. 

Lead key project initiatives targeting customer experience improvement: Take charge of projects aimed at enhancing customer experience by utilizing strong project management skills. This includes defining project milestones, outlining next steps, identifying potential roadblocks, and ensuring timely completion of tasks. Be responsible for coordinating with various departments, tracking progress, and making adjustments as needed to achieve project goals. 

Role Requirements 

Bachelor's degree or equivalent

Lean Six Sigma Certification is a plus

Data analysis

Experience in Speech to Text Analytics and Voice of the customer techniques

You are an impeccable communicator and are resilient. 

You have an investigative and fair approach and the ability to resolve problems in and methodical and timely fashion.  

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/. 

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 Philippines specific benefits include:  

Paid Time Off 

Health card (HMO) coverage with unrestricted dependents from day 1 of employment (65 years old and below for parents and 22 years old and below for children/siblings) 

Group Term Life Insurance 

Employee Assistance Program (EAP) 

Hybrid Working Arrangement 

Unique Incentive Program 

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:

03-31-2025

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.