Regional Operations Manager

3 weeks ago

Johannesburg, Gauteng, South Africa Western Union Full time

Are you ready to play a pivotal role in ensuring smooth operations and high-quality service across Western Union's network? Do you excel in collaborating with teams and supporting partners to deliver outstanding customer experiences?

Western Union invites you to join us as a Regional Operations Specialist.

As a Regional Operations Specialist, you will support the growth of Western Union's network by overseeing day-to-day operations in your assigned region. Your focus will be on partner onboarding, quality assurance, and operational efficiency. Working closely with cross-functional teams, you'll provide the necessary training and support to ensure compliance with Western Union standards and drive seamless operations across multiple locations.

Key Responsibilities:

  • Operational Oversight: Manage daily operations for locations in your assigned region, coordinating with partners to ensure consistent service quality and alignment with Western Union's policies.
  • Partner Support: Onboard and train new partners, assisting them in maintaining service standards, understanding operational requirements, and ensuring smooth integration into the network.
  • Quality Assurance: Conduct regular visits to agent locations to monitor compliance, provide operational guidance, and support service improvements.
  • Process Improvement: Collaborate with internal teams to identify areas for operational enhancement and implement effective solutions that improve efficiency and customer satisfaction.
  • Escalation Management: Address low and high-risk issues as they arise, coordinating with internal teams for swift resolution.

Requirements:

  • 1-3 years of experience in customer service, operations, or a related field.
  • Bachelor's degree required.
  • Proficient in English with strong verbal and written communication abilities.
  • Fluency in another language (French or Portuguese) is advantageous.
  • Ability to manage multiple tasks, maintain schedules, and work independently.
  • Familiarity with Microsoft Office and basic Excel skills.
  • Demonstrated ability to build positive relationships and provide supportive guidance to partners.

Western Union is committed to empowering connections and supporting quality service across our network. As a Regional Operations Specialist, you will be part of a team dedicated to delivering exceptional customer experiences and driving business growth.

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 South Africa specific benefits include:

  • 21 days annual leave – plus public holidays.
  • Comprehensive life & medical cover.
  • Pension plan.

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