Does playing a critical leadership role in protecting customers sound exciting to you? How about working for a global fintech company on an advanced team that is passionate about preventing money laundering and other illegal financial transactions?
We’re seeking a Project Lead for our Digital Operations Team, based in our Santa Ana, Costa Rica office. Sound interesting?
Here are some specifics :
Develop a methodology to capture and improve Customer Satisfaction
Documents Operational requirements for new product / market launches
Work closely with Payment product groups, regional teams, CS teams to understand customer expectations and design effective solution to exceed them
Work cross-functionally with Product, Content, Marketing, and Sales / BD to support the launch of new products to market
Approves quality assurance policies and procedures
Interpret and implement quality assurance standards
Evaluate adequacy of quality assurance standards
Lead problem solving sessions
Leads the implementation of lean tools for process efficiency
Supports the implementation of WU Way in the payments organization
Devise sampling procedures and directions for recording and reporting quality data
Review the implementation and efficiency of quality and inspection methodology
Plan, conduct and monitor the projects quality
Document internal audits and other quality assurance activities
Investigate customer complaints and non-conformance issues
Collect and compile statistical quality data
Analyze data to identify areas for improvement in the quality system
Develop, recommend and monitor corrective and preventive actions
Prepare dashboards and reports to communicate outcomes of projects and initiatives
Oversees the training needs and ensures training interventions to meet quality standards
Evaluate audit findings and implement appropriate corrective actions
Responsible to partner with legal and compliance organization to ensure compliance with quality and collections and payments regulatory requirements
What you will need to succeed :
Bachelors degree in industrial engineering or related field.
MBA is an advantage.
Project management and Scrum framework experience.
Previous experience leading teams.
Experience in an Agile framework is a plus.
Experience in web, mobile analytics and web marketing is a strong plus.
Solid communication skills - verbal and written C1 English level.
Strong skills in Microsoft Word, Excel, PowerPoint.
Advanced studies in Quality, Six Sigma, Lean.
Advanced skills or experience with Hadoop and SQL is a plus.
Knowledge of relevant regulatory requirements
Solid experience leading process standardization and documentation
Data collection, management and analysis
Problem analysis and problem solving
Great interpersonal skills, Proven experience leading teams or vendor management
What will make you stand out :
Experience in global money movement
Ability to create presentations and process flows
Payments and collections experience
Proven ability to effectively analyze data and present solid recommendations
Strong organizational skills and the ability to handle stringent deadlines
Proactive personally and change agent mentality
Strong leadership Skills
What it’s like here :
Western Union (WU) is a company on the move! We believe that when money moves, better things can happen. From small businesses and global corporations, to families near and far, or NGO’s in the most remote communities on Earth, WU helps people and business move money globally.
We have a rich legacy of innovation, and are continuing to develop new and more convenient ways for our customers to send and receive money through digital, mobile and retail channels.
We have a combined digital and retail network that spans over 200 countries and territories. Some companies specialize in cash-
based retail money transfer and others play only in digital. We are leaders in both!
Being on the Western Union team means being tenacious and goal-oriented. It means taking risks and quickly finding the path to success.
It means having integrity, and finding ways to make things work. It means thriving as part of a diverse, global team of over 10,000 people who are committed to moving money for better.
It means being driven to win, and to do work that makes a difference on a global stage. Sound like you? Apply now!
Inclusion and diversity are fundamental to our culture and success. Achieving our common vision depends on people with diverse backgrounds working together.
Who knows; your unique point of view could be the key to our next groundbreaking idea. We’d love to explore that possibility!