Specialist, Business Process Management

JR0121764 - Makati

Specialist, Business Process Management – Quezon City, Philippines

Are you ready to play a key role in overseeing business process management for Genesys Cloud X and other CSR Systems? Would you like to be a part of the great work happening in Western Union to reimagine the customer experience enabling the vision of making the cross-currency, cross-border money movement seamless for our customers?

Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Join Western Union as Specialist, Business Process Management.

Western Union powers your pursuit.

This role will ensure that all mapping documentation is kept and maintained and ensure that all other systems that use GCX data have the most up to date information at their fingertips.

This role will also bridge the gap between the Voice teams and other systems and teams such as IVR/IVA and CSR Desktop to ensure we provide the best customer experience from intake channel to the CSR Desktop.

Role Responsibilities

• Work closely with stakeholders from multiple business units to gather, analyze, clarify, and document business requirements and translate them to system requirements.
• Contribute to improvement of business processes by gaining a deep understanding of the current state and identifying bottlenecks and inefficiencies.
• Build strong working relationships with teams across the globe and cross functional business partners to ensure alignment on requirements, project scope and timelines.
• Provide end user support to facilitate adoption of new features and documents and resolve reported issues where applicable.
• Develops and maintains reports, dashboards, and scorecards to track key performance metrics from multiple data sources.
  
  

Role Requirements

• Associate’s degree, plus 1-2 years related experience. Must have experience working in an agile environment.
• Experience working with Genesys Cloud in an analyst or technical role is preferred.
• Knowledgeable in JIRA and Confluence is a plus.
  
  

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, multiple health insurance options, 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 below benefits specific to your location and note that your recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

Your Philippines Specific Benefits Include

• Paid sick leave and vacation leave.
• HMO coverage with free unlimited dependents from day 1 of employment
• Performance incentive program / Performance Bonus
• Unique incentive program
• Hybrid working arrangement.
  
  

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 for Hybrid roles in the Philippines is to work from the office at least 70% of the employee’s working days per month.

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, colour, 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.