Junior Associate, Technology Operations

**Junior Analyst, Technology Business Operations
- Pune, India**

**Western Union powers your pursuit.**

**Role Responsibilities**
- Monitor the digital properties on a continuous basis to assess the health of the site & apps, including keeping track of metrics and KPIs that help detect any customer experience issues and other issues that may impact the business and its revenues.
- Assist in the root cause analysis of customer and site issues using available tools & reports.
- Log incidents in Incident Management system as necessary and track incidents to closure.
- Observe and uphold the SLA in terms of issue resolution time, first response time and ticket activity management.
- Interface with Customer Service Centers to handle urgent and escalated customer issues.
- Passion for operational excellence with a commitment to delighting customers.
- Review and monitor dashboards, Reporting and alerts for all Business KPI's
- Good communication skills, including the ability to convey analytic insights effectively to both IT and business audiences.
- Take dynamic approach to issues, work diligently to find a solution and are not afraid to take the initiative.
- Proactiveness to address the customer issues and behavior using available data to influence changes on the website.
- Ability to work with Operations teams and Program Management, Engineering, Business and various other teams and partners.
- Work in various shifts, according to business needs.
- Willing to adapt to changes with an Operations mindset.

**Role Requirements**
- 1-2 years of experience in a Financial/Operations/Product environment in various positions and roles.
- Technical, Engineering, Business, Communications, Finance, Data Analytics
- Technical training with background in Finance, money transfer, payments good to haves (Not a must)
- Exposure to monitoring tool, Business Analytics, Data gathering, reporting ,MS word, PPT, Excel, Teams
- Should be aware of ITIL’s Event, Incident, Problem and Change management module.
- Excellent Verbal and written communication skills.

**We make financial services accessible to humans everywhere. Join us for what’s next.**

Western Union is positioned to become the world’s most accessible financial services company —transforming lives and communities. We’re a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.

**Benefits**

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

Your India specific benefits include:

- 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.

LI-AK1

LI-Hybrid