**Manager, Digital Banking Operations** - Santa Ana, Costa Rica**
Are you ready to join a growing Decision Sciences team in a global company that customers depend on to prevent fraudulent transactions?
Do you enjoy using hard data and metrics to back up assumptions?
Join Western Union as Manager, Digital Banking Operations.
**Western Union powers your pursuit.
**
We are looking for someone who would be part of the Payments Team and will be supporting Digital Banking operational activities for North America & other markets.
**Role Responsibilities**
- Responsible to manage cards dispute process & related consumer collections, operational support to key products including digital wallets, prepaid, among others, reporting & analysis, resolution of complex incidents, ensuring compliance to US regulations, deliver high quality services and best in class customer experience.
The position will also work in cross-functional environment, partnering with vendors, payment processors, networks, and other relevant agents to execute as per strategy.
- Ensure Operational readiness on but not limited to, cards dispute management, consumer collections, digital payments processing exceptions management, complex issue/customer claims resolutions.
- Responsible for reporting, monitoring, and optimizing dispute management performance.
- Ensure proper reporting of operations performance, Leads Monthly/Quarterly Business Reviews.
- Responsible for developing, implementing, and maintaining new processes for both new and existing payment methods.
- Drives Continuous Improvement, process Optimization & Automation initiatives.
- Support vendor relationships, resolving day to day issues, and supporting strategic initiatives.
- This role will manage a number of analysts.
Manager is responsible of proper team staffing, Hire and Onboarding of new employees, PTO coordination.
- Writes and defines JDs for the roles in the organization.
- Prepares business cases and justifications for positions required.
- Owns the Business Continuity plan.
**Role Requirements**
- Experience in Digital payments e-commerce role, preferred experience in Digital Banking.
- Experience managing US chargebacks and consumer collections processes.
- Strong communication skills, self-motivation, and results-oriented approach.
- Strong interpersonal and leadership skills with the ability to interact at different levels of Management.
- Proven experience in successfully leading and managing teams and track record demonstrating accountability.
- Ability to grasp new concepts and integrate quickly to deliver results.
- Multi-tasking problem solver, with a high degree of professionalism and discretion.
- Proven ability to work across diverse global teams to develop and document business requirements.
- Bachelor's degree in Business Administration / Finance.
MBA highly desirable.
- 5-7 years of financial industry and management experience.
- Project Management & Automation experience is a must.
- Lean, Green Belt highly desired.
- Proficient with Microsoft products (Advanced Excel, SQL, Power BI).
- Proven experience in successfully leading and managing teams.
**We make financial services accessible to humans everywhere.
Join us for what's next.
**
Western Union is positioned to become the world's most accessible financial services company —transforming lives and communities.
We're a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe.
More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.
**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
LI-YVI