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 payment operations, settlement, or financial services; experience in change management is a plus.
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.
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
Your Philippines specific benefits include:Paid Sick Leave and Vacation LeaveHealth card (HMO) coverage with unlimited dependents from day 1 of employmentPerformance Incentive Program/ Performance BonusHybrid Working ArrangementEmployee WellnessGlobal Recognition and Rewards Programs#LI-ES1Estimated Job Posting End Date:06-30-2026 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 deaHealth insurancePaid time offPerformance bonus
Additional Information
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.
Westernunion · Phl - Quezon City, Sm North Edsa Tower 1