Manager, Operations at Western Union

Job Description

• We’re seeking a Regional Operations Manager, based in our Lagos, Nigeria office. In this role, you will be responsible for ensuring availability of Money Transfer services and new products with Network Agents in assigned regions.
• You will continuously monitor and improve service quality at POS to deliver superior service to consumers, creating customer loyalty and generating business growth with a focus on the following:

Role Responsibilities

• Coordinate the agent activation process, ensuring agent’s readiness in legal, operational and technical aspects, software installation and initial and ongoing training of agent’s staff (CSC, back office, POS, as well as “train the trainer”).
• Key contact between WU departments and agents on all matters related to the operations/service aspect of the business, e.g. communications to the agents, implementation of procedures, software upgrades.
• Ensure network agents are in full compliance with worldwide operating policies and service standards. Manage and implement quality assurance programmes.
• Manage POS audits, define subsequent strategy for improvement and ensure implementation at the agent level.
• Manage various projects to ensure efficiency and cost saving at the agent level while maintaining optimum service quality (e.g. Gateway integration, project management, loyalty card)
• Actively contribute to Country Management by identifying opportunities and providing operational advice and expertise to Marketing, Country Managers as well as other functional areas.

Role Requirements

• Minimum of 5 years’ experience in operations and/or training and/or quality
• University degree
• Good understanding of financial market and banking operations (75% of our agents are banks)
• Basic understanding of telecommunications and very good computer skills (usage, configuration, installation)
• Proactive and able to work independently and within a team
• Good analytical skills
• Project Management skills
• Good understanding of today’s technology standards (PC-level, software, telecom, network systems, Digital Money Transfer, Mobile Banking, Mobile Money Transfer)
• Ability to communicate effectively and efficiently at all levels of the organization, with consumers and agent staff at level of location.
• High, unquestionable integrity
• Team player emphasis
• Very strong interpersonal qualities
• Very strong presentation skills