Western Union Analyst, Digital Site Health in Pune, India

Job Title: Analyst, Digital Site Health

Requisition #: 1802434

Does playing a critical role in protecting customers sound exciting to you? How about working for a global fintech company on an advanced team that is passionate about preventing money laundering and other illegal financial transactions?

We’re seeking an Analyst, Digital Site Health based in our Pune, India office . In this role, you will be responsible to create, monitor and manage analytics dashboards and alerts.

Sound interesting? Here are some specifics:

  • Monitor the digital properties on a continuous basis to assess the health of the site & apps, including keeping track of metrics and KPIs that help detect any customer experience issues and other issues that may impact the business and its revenues

  • Assist in the root cause analysis of customer and site issues using available tools & reports

  • Log incidents in Incident Management system as necessary and track incidents to closure

  • Observe and uphold the SLA in terms of issue resolution time, first response time and ticket activity management

  • Escalate digital product related incidents to Engineering team and Product owners

  • Interface with Customer Service Centers to handle urgent and escalated customer issues

  • Liaise between Operations teams and Program Management, Engineering, Business and various other teams and partners

  • Passion for operational excellence with a commitment to delighting customers

  • Ability to work with limited supervision, strong time management and organization skills required

  • High degree of pro-activeness in analyzing customer behavior using available data to influence changes on the website

  • Take dynamic approach to issues, work diligently to find a solution and are not afraid to take the initiative

  • Work in various shifts, according to business needs

What you will need to succeed:

  • Master/Engineering degree

  • Spoken and written fluency in English

  • Familiar with Web and App operations

  • Experience with data and analysis required

  • Sound knowledge of technology and ability to learn and use new analytics tools

  • Strong interpersonal, analytical, problem-solving, influencing, prioritization, decision making and conflict resolution skills

  • Ability to be entrusted with customer issues

  • Ability to self-motivate, manage concurrent projects and work with remote team/s

  • Excellent attitude and ability to contribute to a team

  • Excellent listening, written and verbal communication skills

  • Research focused mindset with strong attention to detail

What will make you stand out:

  • 6-10 years working in support or analytical role for complex retail/consumer financial services/payment services organizations

  • Knowledge of Omniture, Splunk, Tealeaf, Quantum, Incident Management and Automation tools

What’s in it for you?

  • Competitive global pay and benefits

  • Unparalleled experience as part of one of the most advanced compliance teams in the world, with opportunities to build valuable skills and grow your career

  • Diverse, global team with colleagues in over 50 countries

What it’s like here:

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.