Digital Banking Operations Specialist

3 weeks ago

Pune, Maharashtra, India Western Union Full time

Transforming Customer Experiences through Digital Banking

Western Union is seeking a skilled Digital Banking Operations Specialist to join our team in Pune, India. As a key member of our Digital Banking Operations team, you will play a crucial role in establishing core digital banking and wallet solutions globally, while overseeing the integration of infrastructure, networks, and real-time payment processing.

Key Responsibilities:

  • Be a strong resource in the IT operations team, supporting maintenance, enhancements, and security.
  • Help address outages, intermittent issues, develop small enhancements, security patches, and assist in the incremental build-out of banking products.
  • Enhance IT support and application maintenance across different regions as new products are launched.
  • Assist in triage alongside vendor resources.
  • Support a daily, weekly, and monthly digital banking operating model to meet regional regulatory requirements and provide exceptional customer experience.
  • Partner across the organization to optimize and enhance the customer journey.
  • Participate and support the daily triage of any and all customer-related or technical issues with core digital banking and wallet solutions.
  • Provide assistance to the internal Customer Service Representatives to drive root cause analysis, triage, and resolution of customer-related issues.

Requirements:

  • A degree in Computer Science or related fields.
  • 5+ years overall professional experience.
  • A minimum of 4 years of hands-on experience implementing and/or supporting core banking systems, especially in the Banking-as-a-Service landscape.
  • Experience setting up and/or running retail banking IT systems and networks preferred.
  • Experience implementing and customizing Core Bank systems with Mambu, Tenemos Transact, Flexcube, Avaloq, or similar core bank cloud SaaS platform.
  • Experience with integrations, APIs, and enterprise platforms like Java Spring Boot; familiarity with Mulesoft, or similar API Orchestration technology.
  • JavaScript, .NET, Angular, or similar programming languages, and SQL.
  • Ability to evaluate business needs and achieve alignment among stakeholders.
  • Excellent verbal and written communication skills.
  • Experience operating in a L1, L2, and/or L3 IT support model.
  • Experience with SLDC practices, procedures, and code deployment processes.
  • Experience with code release management processes, including approvals through change boards to production code releases.
  • Troubleshooting of all technology, including UI, integration tools, core banking platform, and all back-office systems.
  • Experience interfacing with Customer Service Reps with customer issues and troubleshooting.
  • Experience analyzing errors across multiple technologies, including analysis of log files to root cause issues.
  • Prior experience working within a ITSM organization, leveraging a tool such as Jira or ServiceNow for incident and change management highly preferred.
  • Proven skills in driving root cause analysis and facilitating problem-solving.
  • Ability to communicate updates concisely to leaders at all levels.
  • Excellent decision-making, communication, and collaboration skills.

Benefits:

  • Employees Provident Fund [EPF]
  • Gratuity Payment
  • Public holidays
  • Annual Leave, Sick leave, Compensatory leave, and Maternity/Paternity leave
  • Annual Health Check-up
  • Hospitalization Insurance Coverage (Mediclaim)
  • Group Life Insurance, Group Personal Accident Insurance Coverage, Business Travel Insurance
  • Cab Facility
  • Relocation Benefit

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week.

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