Supervisor, Operations (Agent Enrollment)

I91 Western Union Svs Philippines; Quezon City; Hybrid; PHP 600,000 - 800,000; Full time

Benefits offered by this job

Paid Time Off

Life & Accident Insurance

Volunteering activities

Referral program

Other Details

Job summary

The Western Union Company seeks a Supervisor, Operations to lead a team handling onboarding, monitoring, and lifecycle management of agents while minimizing regulatory and operational risk. You will develop a high-performance, customer-focused culture and liaise with Compliance, Operations, and front-line teams to ensure compliant operations.

Ideal candidates bring AML knowledge, strong leadership, and experience with process improvements and AI-driven initiatives.

Qualifications

• Bachelor's degree or equivalent professional experience.
• Experience leading teams in a fast-paced environment.
• Experience with AI, automation, or workflow optimization.
• Understanding AML compliance and Money Services regulations is preferred.
• Strong communication, stakeholder management, and problem-solving skills.

Responsibilities

• Lead a team of up to 15, focusing on onboarding, monitoring, and lifecycle management of Western Union agents.
• Ensure compliance with AML and regulatory requirements.
• Coordinate with Compliance, Operations, and front-line teams on agent-related matters.
• Identify improvements and implement automation to drive efficiency and accuracy.
• Forecast staffing needs and manage resources to meet service levels.

Skills

Team leadership

Process improvement

AI & automation

AML knowledge

Stakeholder management

Excel

Word

Education

Bachelor's degree

Tools

Excel

Word

Job description

Role Responsibilities

As a Supervisor, Operations, you will lead a team responsible for the onboarding, monitoring, and maintenance of Western Union agents, helping to minimize regulatory and operational risk throughout the agent lifecycle. You will play a key role in ensuring agents can operate compliantly while supporting business growth objectives. 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 key liaison between Compliance, Operations, and front-line business teams, providing guidance on agent-related compliance and operational matters. Support anti-money laundering (AML) requirements for assigned functions, ensuring adherence to applicable policies and procedures. Analyze operational trends, performance metrics, and risk indicators to identify opportunities for improvement and drive informed decision-making. 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 operational effectiveness and productivity. Forecast staffing needs, allocate resources effectively, and ensure operational objectives and service levels are achieved. Develop recommendations for business policies, operational practices, and process enhancements. Execute organizational policies and collaborate with cross-functional stakeholders to achieve departmental and business goals.

Role Requirements

Bachelor's degree or equivalent professional experience. Experience leading and developing teams in a people management capacity. Proven experience supervising operational functions and managing workloads within a fast-paced environment. Demonstrated success leading process improvement initiatives that deliver measurable business outcomes. Experience working with AI, automation, digital transformation, or workflow optimization initiatives. Knowledge of anti-money laundering (AML) compliance principles, policies, and procedures is preferred. Understanding of Money Services Business regulations, the Bank Secrecy Act, and their impact on financial services operations would be advantageous. Strong communication, stakeholder management, interpersonal, analytical, and problem-solving skills. Ability to mentor, coach, and motivate team members to achieve performance objectives. Advanced proficiency in Microsoft Office applications, particularly Excel and Word.

Workplace Option

HYBRID - Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. The expectation is to work from the office a minimum of three days a week.

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. Please see the benefits below specific to your country. If applicable, additional role-specific benefits will be mentioned during your interview process or in an offer of employment. Your Philippines-specific benefits include:

• Paid Time Off
• Life & Accident Insurance
• Volunteering activities
• Referral program
• Other Details

Other Details

As part of the application process, all applicants are required to take assessments. Western Union has partnered with a 3rd party provider to administer these tests. Applicants will need to provide their name and email address in order to process the assessments. If you have any questions, you may reach out to [e-mail].

We are passionate about honoring our employees' identity and fostering a feeling of belonging. 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.

#LI-MP2 #LI-Hybrid Estimated Job Posting End Date: 11-30-2026 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. At Western Union, we’re more than a trusted name in global payments. We’re moving beyond remittances, beyond cash, and beyond the expectations of our customers. Our talented teams enable us to transform into a digital-first company, built on the strength of our retail foundation and powered by next-generation payments. All this with the goal of helping people prosper. Our customers inspire us to push boundaries and create services that make life easier and communities stronger. Wherever you are in the world, we’re committed to shaping the next generation of financial experiences. Join us as we go beyond and be part of a team that’s redefining what’s possible.