Operation Support Specialist 152688

**Operations Specialist - New Zealand (Auckland Office based)
**Are you passionate about building products through innovative technology solutions? Are you excited by joining a leading global brand and revolutionizing financial services? Are you seeking a high-performing team and to make an impact in a purposeful organization? Join Western Union as an Operations Specialist overseeing the Oceania region (New Zealand and the Pacific Islands).

**Western Union powers your pursuit.**

You’ll be responsible for ensuring that Western Union Money Transfer services and products are deployed with our business partners effectively and that service quality and supporting objectives are consistent with strategic goals and standards and focus on customer satisfaction. You’ll design and create new efficiencies enabling end-to-end processes and functionalities to work seamlessly with the overall aim to optimize our customers’ experience while ensuring partners are in compliance with operating standards. You’ll lead and implement local and global service delivery projects, providing product-related communication. You’ll also conduct operational procedure and system/tools training to new and existing partner network. This includes partner training and retraining to optimize service delivery and business growth. You will also be expected to handle and support daily operational issues addressing them to appropriate solution providers to ensure proper resolution.

You will be reporting into the Country business leader for ‘New Zealand, Pacific Islands’ based in Auckland, New Zealand. You will travel occasionally within the Asia Pacific region and globally, based on the company’s needs.

**Role Responsibilities**:

- Manage the end-to-end Agent experience lifecycle management including onboarding lead times and post activation support.
- Implement new processes to enhance service, improve cost effectiveness, improve quality, and address service issues for the New Zealand and Pacific Islands Network Organization.
- Ensure efficiency and quality goals are met for all products and operational queues and departments daily, weekly, and monthly.
- Directly manage day to day training and communication initiatives associated with network activities.
- Increase usage of agent self-help tools to drive efficiencies.
- Ensure service delivery and regulatory compliance within the region for networks and customers through the coordination of Agent Operations activities, Regional Operation Centers, Compliance, and business.
- Deploying new digital solutions

**Role Requirements**:

- Demonstrate a customer first mindset.
- Bachelor’s Degree is preferred, preferably in Business or Technology.
- A minimum of 3 years’ experience in retail consumer financial services/payment services organizations with emphasis on technology and process or product management. This includes retail point of sale technology, mobile and self-service consumer solutions.
- Experience is required in leading and managing large global cross-functional programs, with the ability to network and communicate across all functions and management levels.
- Experience working with program or project management principles, tools and processes is required with emphasis on Global Retail and Digital products and technologies.
- Detail oriented and results driven - must have a proven track record of delivering high quality results in a global environment.
- Excellent written and oral communication skills, excellent people skills and ability to influence peers and stakeholders in business and technical roles.
- Ability to travel within New Zealand and internationally.
- Valid driver’s license and own car.

**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 New Zealand specific benefits include:

- 20 days of leave
- Parental Leave
- Health and Wellness Program
- Referral program

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