Projects Lead, Operations
Western Union Holdings, Inc.
Santa Ana, San Jose, Costa Rica
hace 5 días

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.
  • Basic HTML, CSS, JavaScript knowledge.
  • 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
  • Innovative mindset
  • 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!


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