Senior Associate Operations Support

Western Union, the global leader in international money transfer require a Senior Associate Operations Support to join our team in Peterborough.

Western Union connects people and businesses around the globe by providing fast, reliable and convenient ways for families and friends to send money and stay connected almost anywhere in the world. Our 162-year history and 520,000 Western Union Agent locations in more than 200 countries and territories strengthen our commitment to offering our services in every corner of the globe.

We take pride in being close to our customers. Together with our Agents and more than 9,000 employees, we speak our customers’ languages, live in their neighborhoods and share their culture. We are a key part of each other’s lives.

As our Senior Associate Operations Support you will be required to support our Sales Managers in co-ordinating new solutions for key vertical markets ensuring full alignment with all operational areas ultimately delivering first class service from first transaction and throughout the initial lifecycle. To manage transactional co-ordination between internal and external clients ensuring all touch points are aware of their responsibilities and take ownership of the deliverables.

Responsibilities of a Senior Associate Operations Support include:

– Gain understanding and provide expert guidance to Sales and Implementation teams in supporting standard and unique solutions across vertical market based clients.

– Interact with all internal departments to ensure understanding and awareness of proposed solutions, confirm processes are workable and manage staff, systems and processes to client’s first transaction.

– Take ownership of all transactions under “Key Client” sector and manage the end to end transaction flow through co-ordination of all touch points ensuring quality of service.

– Manage any queries with any implementation or transaction and liaise with client to resolve where necessary.

– Utilise support network in operations to manage own queries where required in a timely manner.

– Attend ad hoc client meetings potentially where bespoke solutions are being offered.

– Form part of any project teams deployed for key clients.

– Act as conduit between Sales, Client and Operations for all connected operational issues

– Build and maintain an excellent rapport with our clients and offer robust solutions to their requirements.

– Service level agreements with internal and external clients are complied with.

– All calls are to be recorded in-house systems.

– Case notes should be clear, concise and accurate so that an investigation can be followed by interested parties.

– Queries should be acknowledged and a solution sought by COB of the day received where possible.

– Queries that require further investigation should be actioned on the day received. Co-ordination of these queries should be robustly in place to bring about a resolution in the shortest possible time scale and or in accordance with bespoke service level agreements.

– Bespoke reporting should be formatted in accordance with account requirements and transmitted in accordance with agreed schedules.

– Internal and external stakeholders should be updated on an agreed basis relating to on-going queries. Concerns should be highlighted immediately to minimise any retention risks.

– Settlement of transactions should be monitored on a daily basis to minimise the risk of payments not being released when settlement has been received.

To become our Senior Associate Operations Support you must have the following skills and experience:

– Previous experience of working as part of a sales implementation process / team

– Worked in a project co-ordinator / management capacity before

– At least two years customer service experience

If you have the skills and experience to become our Senior Associate Operations Support then please click ‘Apply’

Key words – Project Manager, Project Co-ordinator, Sales Project Manager, Account Manager, Sales Account Manager, Customer Service, Finance.