Manager, Operations

Manager, Operations – Atlanta, GA (Hybrid)

Does the prospect of working in a global organization in the fight against money laundering and other financial crimes motivate you? Are you ready to play a vital role in helping billions of people and businesses enjoy secure, reliable financial services? Are you interested in joining a globally diverse organization where unique contributions are recognized and celebrated, allowing each of us to thrive? Then it’s time to join Western Union as a Manager, Operations.

Western Union powers your pursuit. 

Western Union is seeking a detail-oriented Manager with exquisite customer relationship and project management skills. This person will collaborate and communicate effectively across both internal and external stakeholder groups and vendors within a global bill payments organization in our US Consumer Services Operations team.

In this role, you will support the Director of Operations with daily operations, account management, systems implementation and integration, and essential project work. This position is key for providing high-quality and timely service to our North America bill payment clients. As a Manager, Operations, you are responsible for leading and managing global North America operations teams.

Role Responsibilities  

• Lead day-to-day operations to ensure accuracy, compliance, and payment timeliness.
• Respond promptly to escalations, resolving operational issues effectively.
• Build and maintain partner relationships, provide escalated customer service, and promote client loyalty.
• Develop, implement, and continuously improve operational processes and controls.
• Ensure business continuity through daily controls, service standards, and proactive actions by servicing our client base.
• Ensure all operational activities comply with local regulations, internal policies, and audit standards.
• Ensure smooth coordination between sales, business, compliance, legal, and all internal client service teams to deliver high quality client onboarding, account servicing, and transaction execution processes.
• Ensure service quality and objectives are consistently aligned with strategic goals and business growth plans. 
• Track key operational metrics and present performance reports to senior leadership.
• Supervise, mentor, and develop operations staff to maintain high performance and morale.
• Foster a culture of accountability, accuracy, and continuous improvement.
• Lead and contribute to automation, system upgrades, and process reengineering initiatives.
• Collaborate with IT and product teams to improve existing products, workflows, and reporting systems.

Role Requirements 

• Bachelor's degree required.
• 5-7 years progressive experience in operations, production support, technology support, or equivalent.
• Experience as a Team Leader or having personal leadership skills is mandatory.
• Experience in bill payment operations and account management support preferred.
• Excellent verbal and written communication along with negotiation skills.
• Exemplary attention to detail, and solid judgement/critical thinking are required.
• Ability to maintain long-standing relationships with our clients.
• Ability to effectively present operational & business information, lead reviews with clients.
• Able to effectively respond to questions from clients and internal/external partners.
• Work comfortably in a highly complex environment with a lot of team collaboration.
• Advanced Microsoft Office skills.
• Salesforce, iCare experience preferred.
• Project Management skills and experience with Jira preferred.
• Spanish is a plus.

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/.

Salary

The base salary range is $95,400.00 - 127,200.00 USD per year, total on target compensation includes a base salary plus annual incentives that align with individual and company performance. Actual salaries will vary based on candidates’ qualifications, skills, and competencies.

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 (https://careers.westernunion.com/global-benefits/). Please see the below benefits specific to your location and note that your recruiter may share additional role-specific benefits during your interview
process or in an offer of employment.

Your US specific benefits include:

• Flexible Time off  
• Medical, Dental and Life Insurance 
• Parental Leave 
• Global Adoption Assistance
• 401K plan

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.

For residents of Colorado, California, Connecticut, Delaware, Minnesota, and Pennsylvania: Please do not respond to any questions on this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.

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.

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Estimated Job Posting End Date:

01-30-2026

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.