29 days old

Global IVA Jr. Business Analyst, Operations

Quezon City, National Capital Region 1107

Global IVA Jr. Business Analyst, Operations - Quezon City, Philippines

Do you have a passion for delivering on a promise to transform the customer journey and delivering exceptional customer & agent experiences? Do your talents lie in providing solutions to help optimize our automated and self-service features? Do you have experience working with Conversational AI and developing acceptance criteria to deliver new BOTs through the IVA Channel?

Motivated by our values: purpose driven, globally minded, and trustworthy & respectful

Were a FinTech thats using insight from customers and colleagues worldwide to improve financial services for families, small businesses, multinational corporations, and non-profit organizations. Were a team of over 8,000 people serving 200 countries and territories. We believe when money moves, better things happen.

Better requires process, discipline, and simplification

As the Global IVA Jr. Business Analyst, Operations for the Interactive Voice Services team, you will be responsible for developing user stories that support features for the Global Interactive Voice and IVR Platforms, that will help us deliver on a promise to expand new self-service capabilities and offer exceptional customer & agent experiences.

In this role, you will leverage your understanding & expertise of Western Unions business and operational support processes to elicit, document and develop acceptance criteria for Agile User Stories that support our priorities and Features. Working with the LEAD IVA Business Analyst and IVA technology team, WU technology experts, vendors, product owners, and other SMEs & Stakeholders you will develop stories that will launch new & innovative high value solutions to ensure a flawless solution is delivered.

You will be responsible for participating in regular backlog grooming/sprint planning sessions and demonstrate a creative drive and the desire for continuous improvements. You will ensure all stories maintain a HIGH standard for exceptional customer experience and delivering on our operational efficiency goals.

Here are the main responsibilities for the role:

  • Ability to develop the contents of a User Story for small to medium sized initiatives
  • Create documentation, end-user business and process flows
  • Develop process improvement initiatives, introduce new ideas to improve product efficiencies
  • Serve as the SME for those stories to support teams and individuals focused on supporting design, development, testing and delivery from conceptualization through implementation
  • Assist with the preparation of a variety of reports e.g. status reports, risk assessment reports and other management reports
  • Actively contribute to regular problem solving and agile backlog grooming and sprint planning sessions
  • Must be a problem solver and be comfortable troubleshooting problems

Here are some skills, attributes, and qualifications you will have:

  • At least 2 years of Western Union operations experience
  • Possess the ability to develop clear, concise or detailed user stories
  • Exceptionally organized and detail oriented with the ability to achieve goals amid limited supervision
  • Ability to thrive in a dynamic and demanding work environment
  • Outstanding written and verbal communication skills
  • Experience working with diverse, global teams across multiple time zones
  • Enjoy collaborating with co-workers to develop solutions and establish a sense of trust and respect

Join us, and lets connect the world

Western Union is transforming its business and shaping the financial services sector by driving quality, convenience, and customer service to new levels of excellence. Its an exciting time for our organization, as the largest cross-border money transfer operator, trusted by millions of consumers around the world. If youre ready to unleash your potential to help drive change through bottom-up innovation, apply now.

Were a company on the move, and we want our people to grow and develop. Youll have plenty of opportunities to learn new skills and build a career, as well as a great salary and benefits package.

We are passionate about our diversity. 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 on the basis of race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran (U.S.) status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, in accordance with applicable laws.



  • Banking / Finance
Posted: 2022-06-06 Expires: 2022-08-04

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Global IVA Jr. Business Analyst, Operations

Western Union
Quezon City, National Capital Region 1107

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