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About the Role

This role provides seamless support to Western Union Retail Services locations and partners, including branches and subagent networks. You will coordinate between internal and external teams for training, upgrades, rollouts, maintenance, and troubleshooting. You will also propose operational improvement initiatives to business leaders, ensuring processes are commercially sound and compliant with regulations.

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 efficiency and quality goals are met for all products and operational queues and departments daily, weekly, and monthly.
Enable operational excellence in service delivery and regulatory compliance within the country’s networks and customers through coordination of Agent Operations activities, Regional Operation Centers, Compliance, and business.

Requirements

A minimum of years’ experience in retail consumer, bank, financial services/payment services, call center organizations with emphasis on technology and process or product management.
Experience in retail point of sale technology, mobile and self-service consumer solutions.
Experience is required 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.
Emphasis on Global Retail and Digital products and technologies.
Detail and solution oriented and results driven.
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.
Ability to absorb new concepts efficiently and perform effectively in fast-paced, ever-changing work environments.
Excellent written and oral communication skills (both English and Japanese).
Excellent people skills.
Ability to influence peers and stakeholders in business and technical roles.

Skills

Data analysis
Market and 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 (subject to policy conditions)
Employee Assistance Program
Global Recognition and Rewards Programs

About the Company

Western Union values in-person collaboration, problem solving, and ideation whenever possible.
We believe this fosters common ways of working and supports how we execute initiatives for our customers.

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.