Role Responsibilities
The APN Operations Senior Manager is responsible for managing the operational performance of the APN network, working closely with payment partners and internal stakeholders to ensure timely resolution of payment incidents, effective partner collaboration, and continuous improvement of operational processes.
JR0128068 – London
Role Responsibilities
The APN Operations Senior Manager is responsible for managing the operational performance of the APN network, working closely with payment partners and internal stakeholders to ensure timely resolution of payment incidents, effective partner collaboration, and continuous improvement of operational processes.
Reporting into the Head of Funds Out, this role combines people leadership, operational oversight, and cross-functional collaboration. You will work closely with APN Network Management, Product, Technology, Risk, Compliance, and Customer Care teams to ensure operational resilience, strong governance, and consistent service delivery across regions.
- Oversee the day-to-day operations of the APN Operations team, ensuring accuracy, efficiency, and consistency across all locations
- Proactively monitor, manage, and escalate incidents impacting customers, ensuring timely resolution of payment delays and issues
- Act as a primary point of contact for APN payment partners, collaborating to resolve queries and maintain effective working relationships
- Track and improve team and partner performance against service level agreements (SLAs), operational standards, and KPIs
- Take ownership of activities transitioned from ACE to APN Global Operations, ensuring seamless integration and execution
- Identify opportunities for continuous improvement across reporting, governance, and operational processes
- Work closely with APN Network Management and regional teams to ensure consistent monitoring of partner activity and payment flows
- Participate in incident management and escalation processes, fostering strong collaboration across internal and external stakeholders
- Resolving customer queries in partnership with Customer Care teams, ensuring a positive end-to-end payment experience
- Maintain accurate operational data, including bank lists and partner records
- Lead and manage daily payment operations across multiple international sites, including resource planning and workload allocation
- Manage, develop, and support a high-performing operations team, including training, performance management, and succession planning
- Collaborate closely with Risk and Compliance teams to identify, address, and close process and governance gaps, maintaining audit-ready documentation
Role Requirements
- 7–10 years of experience in payments, operations, or partnership management within financial services
- 5+ years of experience managing teams in a global or multi-location environment
- Strong understanding of payment operations, payout flows, and partner-based payment models
- Experience working with SLAs, operational KPIs, and incident management frameworks
- Proven ability to operate in regulated environments with strong governance and risk awareness
- Demonstrated people leadership skills, including performance management and team development
- Strong communication skills and the ability to collaborate across functions and regions
- Undergraduate degree or equivalent professional experience
Work Shift
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
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 London Specific Benefits Include
- 25 days annual leave
- Comprehensive life & medical cover
- Contributory pension plan
- Cycle-To-Work scheme
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.
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