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Sr. Team Leader, Client Services

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Western Union is changing. Yes, we’re the company that moves money around the world quickly and reliably in 200 countries and territories. We are also present in over 510,000 agent locations bringing immense distribution and convenience to our consumers. But we are much more than that. We are a leader in billing and payment processing serving many vertical markets. That means aggressively pursuing biller prospects to provide both electronic billing and payment and walk-in payment services. So if you’re looking for a leading company on the move – and truly one of the most diverse work environments on the planet – then Western Union could be for you.

Job Description

The Opportunity: Are you energized by developing leads into new clients and opening up completely new verticals? Want to work for a company where you can offer B2B clients ground-breaking digital solutions in pretty much any currency you can think of?


We’re seeking an Operations Support Sr. Team Leader at our Western Union Business Solutions (WUBS) office in Toronto, Ontario. In this role, you will report to the Operations Manager. You will help achieve the business objectives through regular monitoring and evaluation of the Client Service Investigations function. Under limited supervision, the Team Leader must be able to make decisions independently and provide day-to-day management oversight over the team.


In addition, you will also be responsible for driving and leading the team into a high-performance unit and support efforts of WUBS operations. You will have ownership and accountability for all requests pertaining to their team and has overall responsibility for managing the team. WUBS Client Service Investigations is an integral part of WUBS Operations, whose primary function is to facilitate the resolution of investigations resulting from queries around the settlement of Foreign Exchange products as offered by the business.


Sound interesting? Here are some specifics:

Key Responsibilities will include:
  • Organizing and distributing work amongst the Client Services Team.
  • Answer questions about business processes and policy.
  • Provide regular management information to allow activities to be managed and business risks to be identified at an early stage.
  • Engage all team members to maintain a culture of process improvement, provide additional support as required, instilling cross-training and promoting a positive work culture and staff succession plan.
  • Ensure daily tasks are completed as required with a strong focus on controls, deadlines and optimizing workflow efficiencies.
  • Act as an escalation point to facilitate and co-ordinate resolution of complex queries and any exception issues and if required interface with other departments to expedite escalated issues.
  • Monitor performance by observation and by online system CONNECT, actively participate in team meetings and conduct regular one on ones with team members and management.
  • Hire, train, develop and manage the performance of the team in support of the achievement of their goals.
  • Mentor and guide teams on the execution of their day to day business functions; facilitate the understanding, implementation and utilization of company policies, procedures, practices and tools.
  • Maintain and develop a control framework in which investigations are conducted, in full compliance of WUBS policies and procedures.
  • Provide guidance and coaching regarding best practices to the team regarding overall operations, compliance management and coordination of operational activities.
  • Actively engage in delivery of micro and macro process changes to deliver measurable benefits.
  • Monitor Salesforce.com reporting along with group email and message inboxes to ensure SLA are met.
  • Communicate effectively at all levels and across all departments for the wider benefit of WUBS Maintain and develop positive and effective relationships with all departments, and banking partners.
  • Processing repurchase and reissue transactions at historical vs market rates determining any P&L impact to the customer and the business.
  • Additional operational tasks to facilitate settlement of foreign exchange products.
  • Liaising with Dealers, Clients and Operational areas to resolve investigation queries.
  • Maintaining personal development and performance within expected KPIs.
  • Assist in evolving processes to meet the changing needs of the business.
  • Provide regular management information to allow activities to be managed and business risks to be identified at an early stage.
  • Achieve staff development deliverables.
  • Ensure the team deadlines are met.
  • Ensure all transactions are processed and finalized within SLA Maintain less than 2% investigation rate.
What you will need to succeed:
  • Completion of a degree in an appropriate field or an equivalent combination of relevant experience and/or education/training.
  • Experience a high-level knowledge of the basic principles of Foreign Exchange
  • Good understanding of market practice.
  • Knowledge of SWIFT Payment Formats of local and international bank routing requirements, including online banking.
  • A minimum of 3 years’ experience in a Customer Support or Investigations team within a financial services business.
  • A minimum of 2 years’ experience in a team leader position.
  • Working knowledge of MS Office, particularly Excel
What will make you stand out:
  • Clearly and influentially articulates a vision, encourages and supports others while building valued and trusting relationships with others.
  • Practices open communication leads by example and effectively provide honest and constructive feedback.
  • Promotes collective achievement, contributes to the development and achievement of group objectives, is respectful, actively listens to and seeks out opinions and ideas from others.
  • Possess the ability to plan and organize self and others to ensure the completion of tasks and to manage and support others to succeed in their roles, can apply process and procedure and achieve compliance.
  • Strong analytical skills, reporting techniques, communication, interpersonal, problem solving and negotiation skills.
  • Display active leadership qualities and undertake a strategic role in building and developing the team.
  • Strong internal stakeholder management skills.
  • Broad spectrum Operational experience around products, procedures and controls Strong understanding of operational policies/best practices and demonstrated ability to adhere and enforce those procedures.
 What’s in it for you?
  • Competitive global pay, benefits and mobility
  • Unparalleled experience, working for a market leader in FX payment solutions
  • The chance to share your ideas and contribute to the development of our products
  • Diverse, global team with colleagues in over 50 countries
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!


The company will provide accommodation to applicants, including applicants with disabilities, during the recruitment process, in accordance with applicable laws.


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