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Western Union
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Manager, Technology Operations

Manager, Technology Operations

Western Union

8 - 13 years

50 - 55 Lacs

Pune

Posted:3 months ago| Platform:

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Skills Required

Health insurance Application support Operational excellence Windows Troubleshooting MS Office microsoft Technical support Financial services Business operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

Manager, Technology Operations Pune, India

Want to work on global strategic initiatives with a FinTech company that is poised to revolutionize the industryJoin the team and help shape our company s digital capabilities and revolutionize an industry! Join Western Union as a Manager, Technology Operations.

Western Union powers your pursuit.

The Manager, Technology Business Operations will lead and mentor a team of Technical Business Analysts providing technical support for digital web and mobile customers, with a strong focus on people management, performance development, and team engagement. This role has significance in providing technical support for digital web and mobile customers, with a strong focus on people management and using insight from customers and colleagues worldwide to improve financial services for families, small businesses, multinational corporations, and non-profit organizations. The ideal candidate combines strong operational expertise with the ability to coach and develop a high-performing team, ensuring consistent, customer-centric digital service delivery.

Role Responsibilities

Monitor the Digital front end assets to assess the health of the site using the essential tools for monitoring, observability dashboards to identify customer issues.
To manage, lead, mentor and build a team to support strategic initiatives.
Keeping track of KPIs, identifying any customer journey experience issues, report and track until issues are resolved.
Work closely with leadership and provide OKR and KPI information on a regular basis.
Collaborate with cross functional teams to ensure the timely detection and resolution of issues identified impacting customers.
Coordinate Product Bug List (PBL) prioritization to get the production issues resolved in a timely manner.
Ensuring team resolves incident tickets reported within the Service Level Agreements (SLA) periods.
To resolve and handle urgent and escalated customer issues from executive escalation teams.
Assist with partner engagement to ensure issues reported by partners and support teams are addressed.
Provide team performance KPI, OKRs and regular weekly and monthly updates to leadership.
Keeping track of team s time entry, productivity, accomplishments and wellbeing.
Willing to adapt to changes with an operations mindset.
Provide outage impact assessments.
Open to working in various shifts, according to business needs.
Passion for operational excellence with a commitment to delighting customers.

Role Requirements

8+ years of professional experience with Digital application support and operation roles.
Hands on experience with the use of tools such as Amplitude, Splunk, Quantum Metrics, Confluence and Jira.
Strong experience in ITIL, SRE, Scrum and Agile frameworks.
Working knowledge of Windows, MS Office and preferred and desired in Microsoft Power tools.
Ability in defining and producing documentation including process flows in accordance with best practices.
This role requires flexibility in working hours/schedule according to business needs.
Demonstrated ability to lead by example and influence to drive team technical development and success.
Excellent communication skills with a strong sense of commitment, troubleshooting and ability to deliver in a fast-paced global environment.
Mentoring, coaching, and team building skills.

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Manager, Technology Operations