Hybrid Operations Supervisor: Agent Onboarding & Compliance

Western Union; Quezon City; Hybrid; PHP 500,000 - 800,000; Full time

Benefits offered by this job

Paid Time Off

Life & Accident Insurance

Volunteering activities

Referral program

Job summary

Western Union in the Philippines is seeking a Supervisor, Operations to lead a team responsible for onboarding, monitoring, and maintaining agents, aiming to minimize regulatory and operational risk while enabling business growth.

You will coach up to 15 staff, collaborate with Compliance and front-line teams on AML and policy adherence, drive process improvements and automation, and forecast staffing to meet service levels.

Qualifications

• Bachelor's degree or equivalent professional experience.
• Experience leading and developing teams in a people management capacity.
• Proven experience supervising operational functions in a fast-paced environment.
• Experience with AI, automation, digital transformation, or workflow optimization initiatives.
• Knowledge of AML compliance principles, policies, and procedures.

Responsibilities

• Lead, coach, and develop a team of up to 15 employees, fostering a high-performance and customer-focused culture.
• Oversee agent onboarding, maintenance, and lifecycle management activities to ensure compliance with company policies and regulatory requirements.
• Act as a liaison between Compliance, Operations, and front-line business teams on agent-related compliance and operational matters.
• Support AML requirements for assigned functions, ensuring adherence to policies and procedures.
• Analyze operational trends, performance metrics, and risk indicators to identify opportunities for improvement.
• Lead and support process improvement initiatives that enhance efficiency, quality, customer experience, and compliance outcomes.
• Identify, evaluate, and implement automation and AI-driven solutions to improve efficiency and productivity.
• Forecast staffing needs and allocate resources to meet objectives and service levels.
• Develop recommendations for business policies, practices, and process enhancements.
• Execute organizational policies and collaborate with cross-functional stakeholders to achieve goals.

Skills

Leadership

Team coaching

Regulatory compliance

AML knowledge

AI/automation

Stakeholder management

Analytical skills

Excel

Education

Bachelor's degree

Job description

Western Union in the Philippines is seeking a Supervisor, Operations to lead a team responsible for onboarding, monitoring, and maintaining agents, aiming to minimize regulatory and operational risk while enabling business growth.

You will coach up to 15 staff, collaborate with Compliance and front-line teams on AML and policy adherence, drive process improvements and automation, and forecast staffing to meet service levels.