Manager, Global Product at Western Union |

Manager, Global Product

1001+ employees
Posted - Accepting applications

WU Payments vision is to be the most valued business partner for growing business internationally and to matter more to its customer (versus the competition). We strive to achieve this by continuously delivering value-added solutions to our business customers in a continuously fast-paced and agile market.

Title: Global Product Manager
Location: Hammersmith, London
Salary: Competitive

Application opening date Tuesday 3rd October 2017
Application closing date Thursday 2nd November 2017

Role Purpose (incorporating Duties, Responsibilities, Skills, Qualifications & Experience Required):

This role is a strategic global role responsible for successfully driving improved customer experience through deployment of strategic implementations for new and existing customer segments through a new digital onboarding channel. This is a complex and multi-faceted program which requires a leader with direct knowledge and experience with marketing, software development, vendor analysis and implementation to commercialize the introduction of this new channel choice for new and existing customers.

Given this is a global role, key stakeholders will be based across the globe, with key stakeholders being in London, Denver, San Francisco, Punnai and Sydney. The role must be based in the London office, given it is the European Headquarters and the most appropriate time zone for a global role. Travel would be anticipated to be between 20% and 30% to main business regions of EMEA, APAC and the Americas.

You will:
  • Understand and learn existing business processes in the space of onboarding to then implement efficient and productive practices to improve the customer experience
  • Be the subject matter expert / consultant on the €˜marketing leading’ digital onboarding vendor options, from established providers to newer start-ups (including FinTechs)
  • Be the subject matter expert / consultant on the already-existing digital onboarding technologies available across industries (e.g. FMCGs, retail banking, cross-border payment services and hospitality services)
  • Will play a critical role in leading, working with and supporting regional Operations and GTM teams through the opening of a new digital onboarding channel
  • The global nature of the role will require working across multiple time zones and the ability to manage and adapt to potential language and cultural barriers
  • Establish and maintain relationships with strategic partners across the business, namely Legal, Compliance, and Operations
  • Quickly grasp complex business and technology problems, driving them to resolution
  • Adhere to governance process in place and implement new governance processes, where required, to deliver a commercially sound offering
  • Apply sound decision-making capability, which will drive commercially profitable service offerings via the digital onboarding channel
  • Lead the development, approval, training, and communication of new products/product changes and their associated customer, operational, system, & process impacts to the various internal departments
  • Display strong Thought Leadership which drives greater value from global processes through integration, technology enablement and simplification
  • Stay focused on priorities to execute and deliver in a timely manner
  • Help to deliver a strategy to grow the ‘Financial Services’ industry vertical at Western Union, at a global level, but with a focus on the European strategy
  • Connect stakeholders globally, to share ‘best practice’ for financial services implementation
  • Drive service improvements to customers in the ‘Financial Services’ industry vertical, through improved technological functionality or business process improvements
  • Be the key point of contact (from Global Product), in-region, for ‘Financial Services’ implementations
With accountability for:
  • Manage and deliver a customer-centric global digital onboarding solution for WU Payments enterprise customer base, including defining and delivering on business requirements
  • Continue to grow and adapt this digital onboarding channel through data-led insights and customer feedback
  • Use effective stakeholder engagement skills to ensure timely delivery of all digital initiatives
  • Select appropriate onboarding vendor providers (through effective due diligence), for the cross-border payment services industry. This vendor will help WU Payments identify and design technical solutions appropriate for our requirements
  • Provide thought leadership to challenge and influence all technical designs to best leverage the capabilities of foreign technology platforms
  • Continually expand partner architecture knowledge, constantly seeking ways to broaden exposure to the latest and most innovative trends and developments in the technology space
  • Continuously looking for opportunities to drive acquisition and retention via the digital onboarding channel
  • Owning and developing the digital onboarding channel strategy with specific reference to cross-border payments
  • Will be responsible for ensuring that all global core assets are governed correctly
Essential Qualifications and Work Experience:
  • Tertiary level education in business, preferably majoring in accounting and/or finance
  • Previous work experience in one or more financial services providers is preferred, ideally with a focus on digital offerings
  • Extensive experience in product management in the financial services sector, with the ability to demonstrate effective stakeholder engagement skills used to deliver commercial initiatives
  • Proven Agile Methodology experience
  • Experience in direct customer-facing roles, both with a retail customer base and a business customer base
  • Experience developing and marketing FX services and payment products across major markets
  • Experience at bank and non-bank financial institutions.
  • Deep understanding of Deep understanding of FX and payment product competitive landscape
Specific ‘Product Management’ Expertise:
  • Deep understanding and experience in technology vendor selection and analysis
  • Experience with project implementations to deliver new service offerings to a business customer base
  • An understanding of appropriate risk-based controls, and experience in identifying the need for controls when delivering initiatives that will impact business performance
  • Leading product management during all phases of development and deployment
  • Demonstrated expertise designing solutions in a global enterprise environment
  • Demonstrated experience with web or portal based solutions
  • Demonstrated experience in the payments industry with a strong passion and understanding of customer needs in the ‘Payment Services’ sector
Essential Skills & Knowledge:
  • Must have excellent communication, interpersonal, and stakeholder management skills
  • Effective at managing relationships and various teams, to deliver commercial results
  • Strong and agile problem-solving capabilities
  • Has an enthusiastic and high-energy nature to encourage and lead a team to deliver successful initiatives
  • Is tremendously organized to deliver results in required timeframes
  • Can demonstrate a tenacious work ethic, with strong attention to detail to ensure successful and timely delivery of outcomes
  • Great at working as part of a cohesive, integrated team
  • Quick learner who exhibits resiliency and tenacity in the face of challenge
  • A passion for growing and developing as a ‘Product Manager’
  • Is committed to delivering excellence for the organization
  • A passion for cross-border international payments and the processes required to support successfully execution and delivery
What does WU Payments offer?
  • Being part of the team here at WU Payments truly is a great place to be. We are a fast-paced and dynamic organization that truly allows individuals to reach their career potential
  • A comprehensive benefits package
  • Our London offices are at the heart of our global business and allow unmatched opportunities to interact with our senior leaders not only of our European business but leaders from across the globe