Director, Operations

Western Union powers your pursuit. In this role you will be responsible for directing the execution and management of operations strategies designed to improve service quality. Implement new processes, improve cost effectiveness, improve quality, address service issues and materialize revenue generating processes. Role Responsibilities Drive continuous process improvements across Agent Operations. Execute operational support for the E2E journey of an Agent in Western Union in LACA (Latin America & the Caribbean) region. Engage with Global Heads of Agent Support, Customer Care, Agent Communication, Mystery Shopping, Risk Management, Agent Technology and others to communicate LACA needs and establish the teams’ deliverables to the region. In this role you will be leading the operations team in LACA region, defining clear objectives, delegating tasks, and establishing deadlines to ensure the team is aligned with the company's broader mission. Partner with Senior leadership to align operations and business goals to influence prioritization and guide roadmap decisions that support organizational strategy Represent and advocate in Corporate Forums and Projects to ensure specifics of the region’s needs. This position will work very closely with adjacent areas, such as Business, the Global Support Services, Technology Office, AML Compliance, Legal, Fraud Mgmt., Security, Risk Management, etc. Responsible for ensuring efficiency and quality goals are met for all products, and operational queues and departments daily, weekly and monthly. Role Requirements Proven Expertise: Bring 10+ years of relevant professional experience, ideally with progressive leadership roles driving results under strict deadlines and performance metrics. Educational Background: A bachelor’s degree in a related field is preferred. Proven leadership that inspires: Demonstrated ability to lead high‑performing teams, delegate effectively, and foster collaboration. Project & Operations Mastery: Hands‑on experience managing complex projects and operational initiatives within large organizations. Digital expertise with Hands‑on Digital Operations Experience Exceptional Communicator: Strong communication skills paired with self‑motivation and a results‑driven mindset. Big‑Picture Perspective: Comfortable navigating the dynamics of large‑scale organizations and influencing outcomes. Language Skills: English proficiency is essential. 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. 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. Your benefits include: Medical Insurance Life insurance EAP: legal, psychological, and financial assistance to employees Hybrid model Christmas Voucher 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. 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: 01-26-2026 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. #J-18808-Ljbffr