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About the Role

This role supports Western Union Retail Services locations and partners, including branches and subagent networks. You will coordinate training, upgrades, maintenance, and troubleshooting between internal and external teams. You will also propose operational improvements to business leaders, ensuring commercial viability and regulatory compliance.

Responsibilities

• Manage the end-to-end agent experience lifecycle, including onboarding lead times and post-activation support.
• Oversee operations of Western Union’s Agent Network Management, Independents, and branches roll out.
• Monitor Account Payout Network tasks and activities.
• Implement new processes to enhance service, improve cost effectiveness, improve quality, and address service issues for the Japan network organization.
• Ensure daily, weekly, and monthly efficiency and quality goals are met for all products and operational queues and departments.
• Enable operational excellence in service delivery and regulatory compliance within the country’s networks and customers through coordination with Agent Operations, Regional Operation Centers, Compliance, and business units.

Requirements

• A minimum of years’ experience in retail consumer, bank, financial services/payment services, or call center organizations with an emphasis on technology and process or product management.
• Experience with retail point of sale technology, mobile, and self-service consumer solutions.
• Experience in leading and managing large global cross-functional programs.
• Ability to network and communicate across all functions and management levels.
• Experience working with program or project management principles, tools, and processes, with an emphasis on Global Retail and Digital products and technologies.
• Detail and solution-oriented and results-driven with a proven track record of delivering high-quality results.
• Ability to solve complex challenges efficiently and independently in a global environment.
• Highly adaptable and quick to learn, with the ability to absorb new concepts efficiently and perform effectively in fast-paced, ever-changing work environments.
• Excellent written and oral communication skills in both English and Japanese.
• Excellent people skills and ability to influence peers and stakeholders in business and technical roles.

Skills

• Data analysis
• Market research
• Trend research

Location

• Tokyo, Japan

Work Type

• Hybrid

Experience Level

• Senior

Benefits

• Short-term incentives
• Multiple health insurance options
• Accident and life insurance
• Access to best-in-class development platforms
• Transportation allowance
• Vacation Leaves
• Medical Insurance coverage for you and your dependents
• Employee Assistance Program
• Global Recognition and Rewards Programs

About the Company

• Western Union is a trusted name in global payments, transforming into a digital-first company built on a retail foundation and powered by next-generation payments to help people prosper.
• Our customers inspire us to push boundaries and create services that make life easier and communities stronger.
• We are committed to shaping the next generation of financial experiences.

Equal Opportunity

• We are passionate about honoring our employee's identity and fostering a feeling of belonging.
• 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.