Senior Associate, Agent and Partner Operations Support - Vilnius
Are you passionate about improving processes, enhancing agent and partner experiences, and driving measurable business impact through analysis and collaboration? We are looking for a skilled and proactive Senior Associate, Agent and Partner Operations Support.
In this role, you will work closely with business analysts, operational leaders, Operational teams and technical stakeholders to identify business needs, evaluate workflows, and support the design and delivery of effective operational solutions. You will participate in cross-functional initiatives, lead requirement gathering, support testing cycles, and contribute to continuous improvement efforts that directly impact our service delivery.
If you enjoy solving operational challenges, leading structured analytical work, and collaborating across teams to improve agent and partner journeys, this is a great opportunity to make a meaningful impact.
Role Responsibilities
Gather and document detailed business requirements and functional specifications.
Analyze operational workflows and identify opportunities for improvement.
Conduct impact assessments and create process maps for current and future-state workflows.
Lead user acceptance testing cycles and validate system or process changes.
Coordinate cross-functional discussions to align on design, requirements, and operational updates.
Work with key business stakeholders to address escalations and support agent experience enhancements.
Support day-to-day case handling, issue resolution, and operational inquiries from agents and partners.
Provide ongoing operational support to ensure smooth daily processes and timely case management.
Assist in specific process improvement and optimization projects.
Perform time studies using sampling tools and methodologies to support operational analysis.
Ensure clear documentation, structured communication, and consistent information sharing.
Role Requirements
2+ years’ experience in customer/ Agent service, escalations, process improvement, or similar roles.
Bachelor’s degree preferred; equivalent combinations of education and experience are also considered.
Strong proficiency in MS Office Suite (Excel, PowerPoint, Word, Outlook).
Strong critical-thinking, analytical, and problem-solving capabilities.
Ability to work in a fast-paced environment and manage multiple deliverables with shifting priorities.
Experience identifying, analyzing, and documenting requirements with minimal guidance.
Ability to build strong relationships across all levels of the organization.
Excellent written and verbal communication skills.
Capable of working independently with minimal supervision.
Knowledge of the remittance and payments industry, including basic operational processes and customer/agent interactions (preferred).
Work Shift
Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. The expectation is to work from the office a minimum of three days a week.
BENEFITS AND OTHER DETAILS
Benefits to best-in-class development platforms, to name a few. Please see the benefits below specific to your country. If applicable, additional role-specific benefits will be mentioned during your interview process or in an offer o
You will also have access to short-term incentives, multiple health insurance options, accident and life
insurance, and accessf employment.
Your Lithuania specific benefits include:
Private Health Insurance (3 options)
Life & Accident Insurance
Additional days off
Wide variety of discounts and special offers
Free Fitness facilities
Volunteering activities
Referral program
Salary
The on-target earnings range is 1,812 – 2,658 EUR gross per month, which includes a base salary and short-term and long-term incentives that align with individual and company performance. Actual salaries will vary based on candidates’ qualifications, skills, and competencies.
Other Details
We are passionate about honoring our employee's identity and fostering a feeling of belonging. 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-MB1
#LI-Hybrid
#cvbankas
Estimated Job Posting End Date:
03-16-2026This 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.