Role Responsibilities

•Maintain service level agreements to ensure consistency in intragroup service processes.
•Operate as “first line of defense” for internal clients with respect to Service Providers’ performance
•Engage service providers in respect of resolution of issues where KPIs fall outside expected standards of performance.
•Evolve monthly scorecards in line with business requirements
•Provide monthly KPI scorecard reports for intragroup services, ensuring timely delivery to internal clients.
•Support the Outsourcing Oversight Reporting & Analytics Analyst by resolving technical issues with reporting tools.
•Respond to audit and regulatory requests by maintaining up-to-date SLAs and scorecard reports.
•Collaborate with the Vendor Management Office to oversee the third-party lifecycle, from onboarding to ongoing monitoring and termination.
•Develop strong relationships with internal and external stakeholders, acting as a Subject Matter Expert (SME) for the outsourcing oversight framework.
•Leverage knowledge of procedural governance and change management to support organizational changes.
•Provide intragroup outsourcing training and education for stakeholders.

Role Requirements

•5+ years of experience in business or industry roles, with at least 3 years in a management position.
•Postgraduate degree preferred.
•In-depth knowledge of financial services, regulatory compliance, and third-party management. Experience in Operational Resilience, Financial Crime, Change Management, or Audit/Risk Management is an advantage.
•Proven track record in driving process improvement and operational efficiencies while ensuring high levels of stakeholder satisfaction.
•Strong ability to prioritize tasks, meet deadlines, and adapt to changing priorities.
•Demonstrated expertise as an SME, with experience partnering across 2nd and 3rd lines of defense.
•Strong contract negotiation skills and proven ability to build relationships across all levels of the organization.

Skills

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 s 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.

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 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 Dubai- specific benefits include:

•25 days annual leave
•Life & Medical Cover

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