Supervisor, Client Operations– Santa Ana Costa RicaAre you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive Then, it's time to join Western Union as a Supervisor, Client Operations.Western Union powers your pursuit.Responsible for managing Retail Money Order team.Provide the required service levels to internal and external customers by planning and controlling the tasks assigned to staff members, assures accurate, valid and timely settlement, refund, remittance and billing transactions for agents, financial institutions and Money Order users.Western Union as a Supervisor, Client Operations.Role ResponsibilitiesResponsible for managing Operations Retail Money Order team.Provide the required service levels to internal and external customers by planning and controlling the tasks assigned to staff members, assures accurate, valid, and timely settlement, refund, remittance and billing transactions for agents, financial institutions, and Money Order users.Eliminate/minimize the financial exposure of the company by ensuring proper controls are in place and followed.Provide leadership to Money Order Client Services staff.Manage issues involving related departments to reduce exposure and maintain customer loyalty.Provide reporting of exceptions on a daily/weekly/monthly/quarterly/annual basis.Maintain or reduce department costs as set in the annual budget.Performs all duties inherent in a managerial role.Contribute to a positive team environment and provide regular ongoing feedback, including performance reviews.Empowered to make critical business decisions that may impact the operation and improve customer/agent satisfaction.Ensure successful resolution of customer complaints.Actively participate and/or lead projects to implement a new policy or operational changes.Accountable for succession planning through the development of their respective team members.Role Requirements: Bachelor's degree in business administration or related field.3+ years of experience in Customer Care is required.Fluency in English C1 required – both verbal and business writing skills.Proficient computing skills with all common office programs (MS Excel, Word, Outlook).Reporting Knowledge, extract data, data driven decision making.Excellent interpersonal skills and leadership capabilities.Detail oriented approach and ability to provide constructive feedback.Ability to communicate effectively and professionally with internal and external customers.Strong analytical skills and decision-making ability.Capable of working in a changing environment..BenefitsYou 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( ).Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.Your Costa Rica- specific benefits include:Asociación SolidaristaIn house company doctor servicesTransportation services optionsReferral Program awardEmployee Resource Groups (ERG) and committees to volunteer withPan American Medical and Life insuranceCafeteria DiscountsWestern 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.
