Company : Western Union Location : Delta British Columbia From : Talent CA
WesternUnion powers your pursuit.
This is a high leverage, high impact opportunity to lead a global team of over 300 employees and vendor partners around the world serving customers in over 200 countries and in 80 different languages.
This leader will provide leadership and oversight for all customer service delivery operations supporting the company's suite of products and services.
Role Responsibilities Reporting directly to WesternUnion's Chief Operations Officer, this leader will be responsible for accelerating WesternUnion's digital, omnichannel, and customer experience agenda.
This role centers on building measurable improvements through WesternUnion's customercare strategy, performance, and operations.
In order to maximize the ROI, this leader will implement new capabilities, establish performance management systems, and optimize the associated workforce management strategy.
Practice the principles of empathy, speed and quality across all care related services, including but not limited to contact centers, IVA, Chat, Executive Escalations.
Guide global leadership within the customercare team to achieve greater objectives as a collective organization.
Introduce new tooling and technology to improve and differentiate WesternUnion's customer experience.
Develop strategic vendor relationships/partners and proactively manage services to ensure WesternUnion is optimizing operations.
Manage with a strong operations focus, identifying and managing against KPIs, SLAs and metrics-based workforce planning.
Ensure effective management and resourcing planning for peak period coverage.
Introduce new methods of workforce planning, with a focus on succession and career mobility for WesternUnion's high-potential team.
Continually assess industry leading trends and practices, integrating technology, automation, and processes to increase efficiencies, provide elevated levels of services, and mitigate risk/fraud.
Establish and foster relationships with clients, vendors, industry players, and internal stakeholders at all levels, including executive management.
Lead by example, setting development and leadership goals for the organization, holding leaders accountable for the development of their teams and delivery against goals.
Utilize the company's leadership principles and Rewards/Recognition programs inclusive of feedback and review sessions.
Leverage research and analytics, industry and market best practices and customer/business stakeholder feedback to create a great omnichannel, 360° customer experience that maximizes customer satisfaction and loyalty.
Bring an entrepreneurial and creative approach to developing innovative ideas that will stretch the organization and push the boundaries within the industry.
Provide proactive thought leadership and perspectives to incorporate into the business model and propel efforts across the global footprint.
Influence change and provide strategic direction.
Deliver and align global customer service priorities and operational standards.
Optimize the organization structure, upskill existing talent as required, encourage collaboration, and ensure engagement.
Role Requirements The Vice President, CustomerCare must have experience working with vendor partners operating around the world.
This person will have deep knowledge of AI, RPA, IVA, Chat Bots, etc., and understand how these technologies are used to enhance internal and external service operations and customer experience across the business and world.
The Vice President, CustomerCare will also serve as a critical point of contact across the business and will build trusted, collaborative relationships with the broader WesternUnion management team.
Demonstrates a collaborative, engaging, mission-driven style with good listening skills combined with gravitas and self-confidence in order to effectively interact with senior leadership and other key constituencies with humility, empathy, transparency, cultural sensitivity, and agility.
Communicates effectively in small and large group formats.
Able to articulate a compelling vision and purpose that excites the team and drives outstanding performance and service delivery excellence.
Ability to bring an entrepreneurial start-up mind-set and culture within a global corporate enterprise and have the leadership experience to effectively communicate a compelling vision and inspire others.
Inspiring leader who has managed large teams and attracted, retained, and developed global contact center talent.
A history of navigating dynamic, global, customer centric, highly matrixed, regulated, and complex environments of similar scale and complexity to WesternUnion.
Brings strong influencing skills and the ability to develop and execute global strategic and tactical plans that drive business decisions.
Infectious excitement to lead a large, diverse, global team through change and generate followership along the way.
We make financial services accessible to humans everywhere.
Join us for what's next.
WesternUnion 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 WesternUnion.
Learn more about our purpose and people at https:
//careers.westernunion.com/.
Salary The base salary range is $250,000 - $280,000 USD per year plus an annual bonus and stock incentives plan 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 location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.
Your United States - specific benefits include:
Family First Program Flexible Time off Medical, Dental and Life Insurance Tuition Assistance Program Parental Leave 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.
Estimated Job Posting End Date:
01-26-2024 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. WesternUnion DeltaBritishColumbia
