Western Union Senior Specialist, Operations in District 1, Vietnam

Job Title: Senior Specialist, Operations

Requisition #: 1803932

Banking Professionals in Vietnam ……Big shout from WesternUnion to all those who are passionate about driving best-practice Operations Excellence and the highest level of Customer Service with agent partner network. This will also give you opportunity to implement all the strategies and tools designed to improve service quality, efficiency and increase transaction volume and revenue complying with local regulation.

We’re seeking Senior Specialist, Operations based in our Vietnam office SupportingIndochina. You are customer service professional with remittances experience in Indochina regulatory environment then hurry up and apply!!

Sound interesting? Here are some specifics:

  • Customers: Ensure consistent servicequality in locations, enhance the Customer Experience to drive customersto Loyalty.

  • Distribution: To set up, train, activateand manage, support a well-branded, well-merchandised, well-trained, ableto transact network of profitable locations. Reinforce brand attributes. Support the business in the rollout ofnew products, services, channels.

  • Productivity: To ensure high levels ofproductivity and compliance in our locations. Provide technical and troubleshootingsupport to agents.

  • Compliance: To support Compliance inIndochina. Support compliance with Central Banks in Indochina (Cambodia,Laos, Myanmar and Vietnam) regulations and requirements.

  • Network Management: Responsible for ensuringthe Western Union partner network is productive, profitable, well-branded,well-merchandised, and active, delivering the optimal customer experiencethrough physical networks and other channels.

  • Stakeholder Management: Work with the business and/or global/regional operations tosupport the implementation of new products, services and channels inIndochina.

What you will need to succeed:

  • A minimum of 7 years’ experience in branch network management,operations management and/or customer service management in Indochina.

  • Exposure of regulatory environment related to the remittanceindustry in Indochina.

  • Experienced in network rollout or expansion with banks and/ornon-bank retail sector.

  • Proficient in English & Vietnamese.

  • Demonstrated experience with assessing the effectiveness oftraining, and the development of tools to monitor learner progress andprocess for providing feedback.

  • Solid knowledge of transaction processing platforms as well astelecommunications and operating systems as well as possible relatedtechnical issues.

  • Experience working within a matrix organization for the delivery ofIT and Telecommunication solutions to clients and project manage the same.

What will make you stand out:

  • Ability to influence without direct authority.

  • Experience with working in a multicultural environment

  • Ability to recognize issues and creatively solve problems.

What’sin it for you?

  • Competitive global pay and benefits

  • Diverse, global team with colleagues inover 50 countries

What it’s likehere:

Western Union (WU) is a company on the move! We believe that when money moves, better things can happen. From small businesses and global corporations, to families near and far, or NGO’s in the most remote communities on Earth, WU helps people and business move money globally. We have a rich legacy of innovation and are continuing to develop new and more convenient ways for our customers to send and receive money through digital, mobile and retail channels. We have a combined digital and retail network that spans over 200 countries and territories. Some companies specialize in cash-based retail money transfer and others play only in digital. We are leaders in both!

Being on the Western Union team means being tenacious and goal-oriented. It means taking risks and quickly finding the path to success. It means having integrity and finding ways to make things work. It means thriving as part of a diverse, global team of over 10,000 people who are committed to moving money for better . It means being driven to win, and to do work that makes a difference… on a global stage. Sound like you? Apply now!

Inclusion and diversity are fundamental to our culture and success. Achieving our common vision depends on people with diverse backgrounds working together. Who knows; your unique point of view could be the key to our next groundbreaking idea. We’d love to explore that possibility!

We are committed to equal employment opportunity regardless of race, color, religion, sex (including pregnancy or related medical conditions), national origin, sexual orientation, gender identity, age, disability, marital status or another protected category.

The incumbent is responsible for driving best-practice operations excellence and the highest level of customer experience with our agent partner network. The incumbent will implement all strategies and tools designed to improve service quality, efficiency and increase transaction volume and revenue complying with local regulation. Primary responsibilities include: Customers: Ensure consistent service quality in locations, enhance the Customer Experience to drive customers to Loyalty. Distribution: To set up, train, activate and manage, support a well-branded, well-merchandised, well-trained, able to transact network of profitable locations. Reinforce brand attributes. Support the business in the rollout of new products, services, channels. Productivity: To ensure high levels of productivity and compliance in our locations. Provide technical and troubleshooting support to agents. Compliance: To support Compliance in Indochina. Support compliance with Central Banks in Indochina (Cambodia, Laos and Vietnam) regulations and requirements. A minimum of 7 years’ experience in branch network management, operations management and/or customer service management in Indochina Ideally familiar with regulatory environment related to the remittance industry in Indochina Experienced in network rollout or expansion with banks and/or non-bank retail sector Ability to influence without direct authority Demonstrated Financial and Analytical skills Experience with working in a multicultural environment Experience in delivery of presentations at all levels internally as well as externally as well as the preparation and delivery of a structured training sessions. Demonstrated experience with assessing the effectiveness of training, and the development of tools to monitor learner progress and process for providing feedback. Solid knowledge of transaction processing platforms as well as telecommunications and operating systems as well as possible related technical issues. Experience in project management and the application of process improvement methodologies e.g. six sigma will be a definite advantage. Experience working within a matrix organisation for the delivery of IT and Telecommunication solutions to clients and project manage the same. Highly developed communication skills. Proven interpersonal skills to direct and coordinate with peers, colleagues and more specially the Agents. Excellent time management and organization skills. Must be action oriented individual with superior follow through skills. Ability to recognize issues and creatively solve problems. An energetic and positive attitude.

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