Senior Manager, Wallet Operations

Senior Manager, Wallet Operations- Quezon City, Philippines

Would you like to play a key role in digital wallet and associated card products? Are you interested in joining a globally diverse FinTech organization? Join Western Union as Senior Manager, Wallet Operations.

Western Union powers your pursuit.

As a Senior Manager, Wallet Operations, you will be responsible for overseeing and optimizing our end-to-end payment processes. This role will focus on digital and wallet operations, chargebacks and disputes, exception reporting and escalations management for settlements and customer handling, ensuring seamless financial transactions, regulatory compliance, and operational efficiency.

The ideal candidate will combine strong analytical skills with deep knowledge of payment systems and a proactive approach to risk management.

Role Responsibilities:

• Wallet Operations: Manage Digital Wallet functionality, including funding, withdrawals, reconciliations, and user experience improvements.
• Escalation Management: Overseeing general processes and providing support on escalated matters.
• Chargebacks and disputes: Lead the resolution process for chargebacks and disputes, liaising with card networks, banks, and customers to minimize losses.
• Partner Management: Supporting Western Union’s clients and vendors to ensure smooth collaboration.
• Exception Reporting: Develop and maintain robust exception reporting frameworks to identify anomalies, mitigate risks, and drive corrective actions.
• Compliance and Risk Oversight: Ensure adherence to regulatory requirements, internal controls, and industry best practices.
• Process Improvement: Setting up and documenting processes while actively identifying enhancement opportunities, streamlining workflows, implementing automation, and boosting overall operational efficiency.
• Cross-functional collaboration: Partner with Finance, Product, Engineering, and Customer Support teams to align payment operations with business goals.

Role Requirements:

• Bachelor’s degree in Finance, Business, Economics, or related field; advanced degree preferred.
• 8+ years of experience in Wallet operations, payments, settlement, or financial services; experience in change management is a plus.
• Manage merchant relationships and provide customer support to ensure smooth and efficient wallet operations, while maintaining high service standards and resolving operational issues in a timely manner.
• Design, implement, and re-engineer processes for wallet and payment operations to enhance operational efficiency, improve service delivery, and support business growth.
• Strong knowledge of digital wallets, card networks, chargeback processes, and dispute resolution.
• Proven expertise in exception reporting, reconciliation, and risk management.
• Excellent analytical, problem‑solving, and communication skills.
• Proficient with payment platforms, ERP systems, and reporting tools.
• Leadership experience with the ability to manage and motivate teams.

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, 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 Philippines specific benefits include:

• Paid Sick Leave and Vacation Leave
• Health card (HMO) coverage with unlimited dependents from day 1 of employment
• Performance Incentive Program/ Performance Bonus
• Hybrid Working Arrangement
• Employee Wellness
• Global Recognition and Rewards Programs

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, color, 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.

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Estimated Job Posting End Date:

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.