Role Responsibilities

• Lead the elicitation, analysis, and documentation of business requirements from global stakeholders across Operations, Customer Experience, Product, regional business teams, and partner contact centers. Translate business needs into comprehensive user stories, functional requirements, and acceptance criteria to support Agile delivery methodologies.

• Collaborate closely with Product Managers, developers, quality assurance teams, and business stakeholders throughout the software development lifecycle, including backlog refinement, sprint planning, prioritization, testing, validation, and deployment activities. Ensure requirements are clearly defined, aligned with business objectives, and delivered with high quality.

• Drive the planning, coordination, and implementation of enhancements across customer interaction channels, including chatbots, IVR/IVA, voice, and self-service platforms. Support the migration and modernization of legacy conversational solutions onto the Genesys conversational platform, ensuring seamless customer experiences and operational continuity.

• Facilitate cross-functional discussions related to system integrations, APIs, and digital capabilities required to enable scalable, customer-facing solutions. Partner with technical and business teams to identify and address dependencies, risks, and implementation requirements.

• Identify opportunities to optimize customer journeys, improve operational efficiency, and increase self-service adoption through data-driven insights and process improvements. Develop and maintain business documentation, dashboards, reporting, and performance metrics to support project delivery, stakeholder visibility, decision-making, and global expansion initiatives

Role Requirements

• 2+ years’ experience in financial services or project/ process management.
• Bachelor’s degree in business administration, finance or project management or equivalent skills are required.
• Excellent communication skills.
• Demonstrated critical-thinking, problem-solving, and goal-setting skills are required.
• Ability to manage multiple deliverables in a highly energized and fast-paced environment within a framework of constantly shifting deadlines and deliverables.
• Experience with eliciting, analyzing, and documenting requirements with minimum support.
• Knowledge of Western Union products, Care or Compliance processes would be considered as an advantage.
• Knowledge of MS Project, MS Excel, MS Word, MS Power Point is required.

Workplace Option

HYBRID - Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. The expectation is to work from the office a minimum of three days a week.

BENEFITS AND OTHER DETAILS

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. Please see the benefits below specific to your country. If applicable, additional role-specific benefits will be mentioned during your interview process or in an offer of employment. 

Your Philippines specific benefits include:

• Paid sick leave and vacation leave
• HMO coverage with dependents from day 1 of employment, subject to insurer's review
• Unique incentive program

Other Details 

We are passionate about honoring our employee's identity and fostering a feeling of belonging. 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.

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.