Operations Process Analyst

**Operations Process Analyst** - Madrid, Spain**

Do you thrive on working in an environment where the customer is a top priority? Do you always have ideas for process improvements? Are you interested in joining a brand-new team, and a business that’s on the move? If so, then it’s time to join Western Unions’ new Digital Banking Hub.

**Western Union powers your pursuit.**

Western Union Digital Banking needs to maintain efficient, effective, and well-controlled processes to serve our customers. Additionally, these processes need to be consistent with those of the global money transfer business in Western Union. This role is focused on maintaining and updating the operations process inventory, as well as documenting those processes and their associated procedures.

**Role Responsibilities**
- Work with the Europe Digital Bank operations lead to ensure operations process inventory is complete and up-to-date.
- Maintain templates for how processes and procedures are documented.
- Participate in workshops with 1st and 2nd line stakeholders to define and change processes (e.g., workshops where decisions are needed on how to optimize existing processes).
- Work with Automation and Innovation team to identify opportunities for automation and analytics in Operations processes.
- Partner with Risk function to map controls to processes and determine any control gaps.
- Proactively analyze the business across all departments to identify any new or changed processes and procedures.

**Role Requirements**
- A minimum of 3 years experience in operations in banking or technology industries.
- Experience engaging with customer service representatives and other operations stakeholders, especially more technical ones related to cards and payments.
- Preference for experience in establishing and assessing the quality of customer-facing operations.
- Demonstrated ability to manage and communicate with stakeholders at various levels internally and externally.
- Strong English business language skills.
- Organizational and project management skills with the ability to break large tasks into smaller tasks that can be monitored and tracked.
- Team player with the ability to prioritize workload in line with tight deadlines and under pressure.

**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 14 public holidays
- Comprehensive life & medical cover - including dependents.
- Contributory pension plan
- Preventative Care Assistance program

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, problem-solve together, and innovate.

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week.

LI-DD2 #LI-Hybrid