Senior Manager, WU Digital
Company
The Western Union Company is a NYSE-Traded Fortune 500 Company and a leader in global payment services, with a 160 year history of connecting friends, family and businesses around the world. With our roots in the telegram business, we were first to offer electronic money transfer services in 1871.
Western Union is the single largest player in a huge flow of resources - a transfer of billions of dollars every year that touches one sixth of the world's population. We're a force for economic growth, a mainstay for emerging nations, and a growing, profitable business. We offer the freedom to move money safely, quickly and in cash to virtually any place on the planet.
Western Union formed WU Digital in 2012 - an incubator, and ideas engine and an ecosystem within which Western Union can realize new ways to move money for better. Our growth outlook demands faster and more convenient digital services that allow our customers to send and receive money anywhere - in person, online or on their mobile devices. And with modern technology spreading in parallel with our brand, it is imperative to reach our desired level of digital precision. WU Digital is Western Union's digital Center of Excellence. Its members are charged with propelling Western Union's services into the ever-changing world of customer needs in the digital age. Western Union has enjoyed a history of innovation spanning ticker tape to satellites, e-mail to credit cards and a culture that's been called a "160-year-old start-up". Recently, Western Union has re-invented itself - again. WU Digital is the spirit of that re-invention.
Role
This role is responsible for leading a team that ensures that all APAC Digital Western Union properties, including the WU.com site, mobile-optimized site and mobile applications is working as designed and meeting customer needs 24hours a day, 7 days a week, 365 days per year. Additionally, this team is responsible for grading the effectiveness of any new features by measuring their impact. The primary goal of the team is to minimize customer drop-offs in major flows due to site issues.
Key Responsibilities:
- Monitoring of the Digital properties on a continuous basis to assess the health of the site, including keeping track of KPIs that help detect any customer experience issues and other issues that may impact the business and its revenues
- Work with the Site Health engineering team to prioritize and resolve outstanding bugs
- User-Acceptance-Testing of all new features
- Keeping the documentation of the existing Digital operations current
- Support pilot feature enhancements analytically via A/B testing Highlight for the Product team potential areas of improvement, based on an analysis of customer "drop-outs" from major flows
- Interface with Customer Service Centers to handle urgent and escalated customer issues Collate customer feedback and provide actionable recommendations to Product teams
Qualifications, Skills Knowledge
The ideal candidate will have tertiary qualifications with at least 7 years working in a Financial/Operations environment in various positions and roles as well as 2 years working in a managerial or coordination role. Experience with data, segmentation and analysis is a must as is experience working in a large organization with demonstrated leadership experience with strict deadlines and performance metrics. Online or banking experience is desired with demonstrated analytical, organizational, and customer service skills Strong communication skills, self-motivation and results-oriented approach Experience working in large organizations
Why Join Us? Simple:
Be INSPIRED
DRIVEN to perform
Get CONNECTED
Be RESPONSIBLE for outcomes
Become a GAME-CHANGER
Successful candidates will be required to complete a criminal records and credit check for ASIC requirements.
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