Global Supervisor, Digital Operations & Incident Management

Global Supervisor, Digital Operations & Incident Management- Santa Ana, Costa Rica

Do you have what it takes to help us realize our vision of becoming the world’s most accessible financial services company? Are you ready to offer up your skills to a worldwide company committed to making financial services accessible to people everywhere? It’s time to join Western Union as a Global Supervisor, Digital Operations & Incident Management.

Western Union powers your pursuit.

Global Supervisor Digital Operations contributes to the effectiveness of operations by combining their expertise on procedures and concepts of their own operational responsibilities with a comprehensive understanding of how those responsibilities integrate with the broader goals of the business unit and company.

Role Responsibilities

• Leading systems projects to support product or regulatory needs.
• Developing business intelligence reports and user testing efforts and consistently meeting project deadlines while completing thorough documentation and information sharing throughout.
• Translating high-level complex business requirements into technical design and ensures regulatory authority and user architecture needs are followed while acting as a liaison between business operations, support departments such as Finance, Compliance and Security, and developers.
• Identifying and recommending improvements to management.
• Recommending key metrics for tracking performance and develops and maintains complex reports, dashboards, and scorecards to track metrics from multiple data sources.
• Support global digital operational readiness and ensure all requirements are met to mitigate potential customer and financial impact through exception flow and incident management approach

Role Requirements

• Bachelor’s degree  in Finance, Business Administration, Industrial Engineering, related fields. And 3+ years of experience working in the financial sector or equivalen
• Excellent people management skills with 2+ years of experience as you will be responsible for the personal and professional development of the team/employees following the sun mod Demonstrated experience as a Business Analyst with track record of delivering well-documented data requirements.
• Translating business requirements into technical requirements and working with relational database concepts, including writing moderately complex queries for ad hoc analysis (>5 years). Minimum 2 years in complex consumer financial services/digital payment services organizations with multiple financial products, or a regulatory agency or law firm involving payment services compliance issues relating to anti-money laundering.
• Experience in creating complex data mining algorithms and solutions is preferred.
• Project management experience/knowledge with ability to drive projects to successful completion.
• Strong interpersonal, analytical, problem-solving, influencing, prioritization, decision making and conflict resolution skills. Ability to interact and communicate effectively, orally & in writing, with all levels of management.
• Being curious, attention to details in combination with assertiveness to go above and beyond expectations. As part of this position, we need a professional that connects with our culture, values and behaviors, a person that wants to grow with us and drive results about our customers and put them at the center of everything we do.
• Strong storytelling ability as part of global incident management role.
• Knowledge of MS Project, Advanced MS Excel, MS Word, SQL intelligence Power Bi tool (preferred)

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.

Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You’ll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you’re ready to help drive the future of financial services, it’s time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/.

Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and lifeinsurance, and access to best-in-class development platforms, to name a few ( https://careers.westernunion.com/global-benefits/). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interviewprocess or in an offer of employment.

Your Costa Rica- specific benefits include:

• Asociación Solidarista
• In house company doctor services
• Transportation services options
• Referral Program award
• Employee Resource Groups (ERG) and committees to volunteer with
• Pan American Medical and Life insurance
• Cafeteria Discounts

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.

We are passionate about diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.

#LI-GGC #LI-Hybrid

Estimated Job Posting End Date:

01-23-2026

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.