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Director, Operations (ROC)

Global Service Support/Customer Service
1900778 Requisition #
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The Opportunity:

We are currently seeking for Director Operations; this position will be located in Vilnius, Lithuania office.  This is Western Union’s largest global office with more than 2,000 employees based in our state-of-the-art offices in Vilnius.  In this role the Director, Operations serves as the dedicated Manager and Point of Contact and has accountability for the delivery of all requirements regarding Fraud Claims handled within the Customer Care organization. 

Sounds interesting? Here are some specifics:

Develop, implement and apply policies, procedures, and programs to minimize risk regarding the intake and review of fraud claims, including quality reviews and training


Address complex problems and critical issues arising from internal and external audits.


Foster a common vision and provide clear direction and common priorities regarding fraud claims at both the Partner sites and Regional Operation Center.


Build necessary relationships with Sr. management. Provide research, analytics and reporting to senior management and participate in various governance forums and incorporate feedback into the process.


Provides guidance and direction for the establishment of SLAs and manage expectations with the Business Unit.


Ensures on-going excellence of operational delivery, provides data analysis to identify new optimization, risk mitigation opportunities and/or cost synergies to support the growth objectives of the Business Unit and the Western Union Company.  

In addition, you will:
  • Define and lead the build of reporting to maintain visibility and control on business-critical processes
  • Attend, lead and build project teams across departments to solve business critical issues
  • This role will engage a variety of departments and Senior Managers to drive change
  • As member of Site Leadership team actively participates in Site Strategic initiatives.
  • What you need to succeed:
  • University degree or equivalent
  • History of execution of strategic projects through delivery
  • Proven track record in a large multi-regional and/or multi-national financial or payment service business.
  • Minimum of 10 years working experience that includes, several years of experience in a complex consumer financial services organization
  • Minimum three years associated with maintaining compliance requirements impacting consumers.
  • A strong understanding of governance, risk management and control issues related to business areas across payment services firms; and have a strong knowledge of industry initiatives and professional best practice.
What will make you stand out:

History of experience in managing complex teams and projects


Proven track record of leadership and team building skills

History of solid project management skills
Demonstrated administrative and analytic skills

Established operational analysis skills to make service and productivity improvements


Proven track of record on ability to manage time and prioritize tasks, ability to effectively communicate at all levels in the organization.


Demonstrated ability to gain commitment, initiate action and meet client needs on time.


Good, consistent and proven performance and delivery in current role

Written and spoken fluency in English
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!


We are committed to equal employment opportunity regardless of race, color, religion, sex (including pregnancy or related medical conditions), national origin, sexual orientation, gender identity, age, disability, marital status or another protected category.


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