**Senior Supervisor, Global Digital Collections & Loss Management - Santa Ana, Costa Rica**
Do you enjoy inspiring others to provide crucial business services to various internal customers? Are you ready to lead the chargeback & consumer collections processes? Join Western Union as a Senior Supervisor, Global Digital Collections & Loss Management.
**Western Union powers your pursuit.**
This role will be primarily responsible for oversight and management of money transfer operations for Western Union Global Digital Collections & Payments infrastructure. The position provides key operational insights on operational performance and best operational digital payments practices, drives optimization & automations initiatives. You will work closely with various departments, vendors, and stakeholders to maintain best in class digital collections & payments systems and resolve incidents.
**Role Responsibilities**
- Delivers best in class operational execution in line with agreed upon KPIs.
- Operational readiness on new product/market launches.
- Leads Monthly/Quarterly Business Reviews with stakeholders.
- Responsible for maintaining relevant tools & systems in coordination with Tech/Product Teams and developing & maintaining existing/new processes.
- Ensure timely, accurate & complete reporting of operations performance, supports Monthly/Quarterly Business Reviews.
- Heavily involved in Continuous Improvement, Optimization & Automation initiatives.
- Ability to work in cross-functional & collaborative working environment globally.
- Administrative - Team management, Hire and Onboarding of new employees, prepares business cases and justifications for positions required - Business Continuity plan.
**Role Requirements**
- At least 1-2 year working experience within digital payments and/or cards related areas.
- Experience in Digital payments e-commerce role, preferred experience as a merchant.
- Experience managing chargebacks and digital 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 in business, Technology, Mathematics, Engineering or Finance fields. MBA advantage.
- 3-5 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),
- Proficiency with SQL, Power BI, Python and Power Automate would be considered as advantage.
**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**
Your Costa Rica
- specific benefits include:
- Asociación Solidarista
- Paid time off including extended maternity leave.
- In house company doctor services
- Continuing Education
- Transportation services options
- Parking spaces
- Hybrid model work
- Flexible Working Schedules if applicable
- Referral Program award
- Employee Resource Groups (ERG) and committees to volunteer with
- Carpooling Program
- Price Smart membership
- Pan American Medical and Life insurance
- Cafeteria Subsidy
**Our hybrid work model**
Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.
Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week.
LI-Hybrid