Onboarding Experience Manager

hace 2 semanas

Madrid, España Western Union A tiempo completo

**Onboarding Experience Manager - Madrid, Spain**

Are you keen on ensuring the highest quality of customer service, especially during a customer’s onboarding? Does working for a company where you can perfect the solutions in the customer onboarding experience sound exciting to you? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? If so, why not consider joining Western Unions’ new Digital Banking hub.

**Western Union powers your pursuit.**

Reporting into the Head of Digital Banking Operations and Customer Experience, with the customers' best interests we’ll look to you to lead solving our customer issues and help us build and manage our customers onboarding experience. Your responsibilities will include:
**Role Responsibilities**
- Developing a product roadmap for onboarding and ensuring it’s delivered on time and on budget.
- Building a common vision and providing clear direction of priorities within and outside the department.
- Defining and implementing the end-to-end onboarding process (playbooks by which Customer Service Representatives operate) for our customers which includes the product, compliance, and business requirements.
- Managing resource requirements and building out onboarding support based on tier 2 escalations, anticipating, and identifying when needed.
- Overseeing the onboarding process of new customers, and performing regular quality assurance checks across the team.
- Maintaining SOPs related to onboarding in the new Ecosystem, ensuring they are consistent with broader Western Union practices.
- Implementing the framework and standards defined by enterprise-wide customer experience leads.

**Role Requirements**
- You will have solid Customer Service experience leading operations in digital, payments and/or retail banking or financial consulting field.
- Prior experience in either designing onboarding processes or handling customer issues related to onboarding.
- Track record of working across operations, product, technology, and risk/compliance to achieve the best customer experience outcomes.
- Previous experience leading a team and working within a customer resolution environment.
- Demonstrated ability to manage and communicate with stakeholders at various levels internally and externally.
- Excellent verbal and written business English skills.
- Organizational and project management skills with the ability to break large tasks into smaller ones that can be monitored and tracked.

**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. To support this, we have launched a Digital Banking Service and Wallet across several European markets to enhance our customers’ experiences by offering a state-of-the-art digital Ecosystem. 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.

**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

Your Spain specific benefits include:

- 25 days annual leave - plus 10 public holidays
- Comprehensive life & medical cover - including dependents.
- Contributory pension plan
- Preventative Care Assistance program

LI-DD2

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