Supervisor, Operations (Agent Enrollment)

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

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

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.

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.