Operations Specialist


Company:: Western Union
Location:: Mumbai, IN
Job Type:: Full Time



Posted:: 5/9/2013

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Job Description

Company

Western Union Business Solutions is a division of The Western Union Company, a NYSE-traded, Fortune 500 Company. We enable companies of all sizes to send and receive cross-border payments and manage foreign exchange. With deep expertise in moving funds around the globe, access to over 135 currencies, and a global financial network spanning more than 200 countries and territories, we help companies spend less time managing international financial transactions and more time growing their businesses.

Role

This is a fantastic opportunity for a driven and motivated operations professional to join our fast paced team in Mumbai.

Reporting to the Manager - Operations, the primary focus of this role is to coordinate customer service (between internal as well as external support teams) and back office operations, quality checks and project management.

Other responsibilities will include:

Create Investigation cases, assign cases to relevant internal/external support teams and follow-up/monitor the investigation Queue till end customer resolution
Ensure standardization of service, quality and processes across agent networks, through agent audits
Develop tools/process steps to monitor SLAs/ TATs at each process step
Ensure customer service, quality and compliance is maintained at agreed levels and set controls to monitor the same with agents and outsourced staff and the Bank
Training and development of agent staff, and outsourced staff
Actively participate in accelerating business plan goals, and ramping up distribution network

Qualifications, Skills & Knowledge

The ideal candidate will have sound knowledge of the settlement process in international payments and Trade Finance product settlement flow. Strong analytical and problem solving skills is a must as is excellent communications skills, strong process monitoring and enhancement skills with the ability to quickly grasp and work in internal CRM systems.

The successful candidate will have access to great employee benefits, dynamic and innovative company culture/ work environment and fantastic incentives for high performers

Why Join Us? Simple:

Be INSPIRED

DRIVEN to perform

Get CONNECTED

Be RESPONSIBLE for outcomes

Become a GAME-CHANGER

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