Job Description

Specialist, Operations – Kuala Lumpur, Malaysia

Do you enjoy being the go-to person? Are you interested in providing active operational and field support to Western Union stores and agent network? Join Western Union as Operations Specialist.

Western Union powers your pursuit.

This role is on the lookout for providing seamless support to the locations of Western Union Retail Services, which consists of Western Union branches and subagent networks. You will be coordinating between various teams internally and externally to provide training and coordinate upgrades and roll outs, maintenance and troubleshooting as required. You will propose operational improvement initiatives to business leaders, whilst ensuring processes are both commercially minded and consistent with regulations.

Role Responsibilities

• Responsible for coordinating all internal activities required to open a new location, including staff training, account setup, and ongoing account management.
• Responsible for ensuring that all WUPM locations are up and running every day especially Saturday and Sundays.
• Ensure that all locations have what they need to operate efficiently - management of resources (FLAs) to liaise with IC, management of IT terminals to liaise with EUC.
• Arrange any last-minute resources changes, tech outages, replacement/installing WUPOS peripherals like DSP.
• Coordinating and escalating any issues that may arise from customer (recall request, wrong account number, invalid MTCN, refund MTCN not received).
• Monitor Account Payout Network tasks and activities.
• Implement new processes to enhance service, improve cost effectiveness, improve quality, and address service issues for Indonesia network organization.
• Ensure efficiency and quality goals are met for all products and operational queues and departments daily, weekly, and monthly.
• Manage the end-to-end agent experience lifecycle management including onboarding lead times and post activation support.
• Enabling operational excellence in service delivery and regulatory compliance within the country’s networks and customers through the coordination of Agent Operations activities, Regional Operation Centers, Compliance, and business.
• Experience in data analysis, market and trend research is a plus.

Role Requirements

• 3-5 years of work experience in retail consumer, bank, financial services/payment services, call center organizations with emphasis on technology and process or product management. This includes retail point of sale technology, mobile and self-service consumer solutions.
• Experience leading and managing large global cross-functional programs, with the ability to network and communicate across all functions and management levels.
• Experience working with program or project management principles, tools and processes is required with emphasis on Global Retail and Digital products and technologies.
• Detail oriented and results driven - must have a proven track record of delivering high quality results in a global environment.
• Excellent written and oral communication skills (both English and Bahasa), excellent people skills and ability to influence peers and stakeholders in business and technical roles.

We make financial services accessible to humans everywhere. Join us for what’s next.

Western Union 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 Western Union. Learn more about our purpose and people at https://careers.westernunion.com/

Benefits

You will also have access to short-term incentives, 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 Malaysia specific benefits include:

• Annual Leave, Sick leave and Maternity / Paternity leave
• Global Recognition and Rewards Programs
• Group Life Policy and Group Medical Policy
• Referral Program
• Employee Assistance Programs
• Employee Wellness
• Public holidays

This is a comprehensive list of the benefits and that the eligibility for some of these benefits will be subject to insurers or local policy rules.

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, solve problems together, and innovate.

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 for applicants, including those with disabilities, during the recruitment process, following applicable laws.

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Estimated Job Posting End Date:

06-08-2026

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.