Supervisor Settlement Operations

At Western Union, we’re more than a trusted name in global payments. We’re moving beyond remittances, beyond cash, and beyond the expectations of our customers.

Our talented teams enable us to transform into a digital-first company, built on the strength of our retail foundation and powered by next-generation payments. All this with the goal of helping people prosper.

Our customers inspire us to push boundaries and create services that make life easier and communities stronger. Wherever you are in the world, we’re committed to shaping the next generation of financial experiences.

Join our Settlement Operations leadership team as a Settlement Operations Supervisor and lead a high-performing team responsible for delivering operational excellence, customer satisfaction, and financial integrity. This role is ideal for a people-focused leader who combines operational expertise, stakeholder management, and talent development skills to drive performance, strengthen controls, and support strategic business objectives.

Role Responsibilities

As a Settlement Operations Supervisor, you will have overall responsibility for the operational performance, service delivery, and development of a Settlement Operations team supporting a specific business unit, entity, product, or function. You will drive operational results, ensure adherence to controls and compliance requirements, manage stakeholder relationships, and foster a culture of accountability, continuous improvement, and employee development.

Key responsibilities include:

Operational Leadership

• Lead and manage a team responsible for daily and monthly settlement operations, ensuring accuracy, timeliness, and compliance with established service levels.
• Oversee operational performance and ensure key performance indicators (KPIs), productivity targets, quality standards, and customer service objectives are consistently achieved.
• Monitor operational trends, identify risks or performance gaps, and implement corrective actions to improve results.
• Ensure the effective execution of settlement, reconciliation, funding, refund, remittance, billing, and exception management activities.

People Leadership

• Manage employee performance through goal setting, coaching, feedback, and performance evaluations.
• Develop team capabilities through training, mentoring, career development planning, and succession planning.
• Foster a positive, inclusive, and high-performance culture that promotes accountability, collaboration, and continuous improvement.
• Support employee engagement initiatives and ensure organizational values are reflected in daily operations.

Stakeholder and Partner Management

• Serve as the primary escalation point for complex operational, customer, agent, and business partner issues.
• Build and maintain strong relationships with internal stakeholders, business partners, agents, financial institutions, and cross-functional teams.
• Partner with leadership and business stakeholders to address operational challenges and support strategic initiatives.
• Establish and maintain effective operating models and settlement processes for high-performance partners and strategic business relationships.

Risk, Controls, and Compliance

• Ensure settlement processes comply with company policies, regulatory requirements, audit standards, and risk management frameworks.
• Monitor operational controls and maintain a strong risk and compliance environment.
• Support internal and external audits and ensure timely resolution of identified findings and action plans.
• Promote a culture of operational discipline and control awareness across the team.

Continuous Improvement and Project Support

• Identify opportunities to improve operational processes, controls, efficiency, quality, and customer experience.
• Lead or support implementation of process improvements, automation efforts, and operational excellence initiatives.
• Represent the Settlement Operations function in projects, business initiatives, system implementations, and process transformation efforts.
• Ensure operational readiness and successful adoption of new products, policies, procedures, and technologies.

Basic qualifications:

• 5+ years of experience in settlement operations, financial operations, payments, banking, remittance services, reconciliations, or related functions.
• 2+ years of experience leading teams, supervising employees, or demonstrating people leadership responsibilities.
• Strong understanding of settlement operations, reconciliations, operational controls, exception management, and financial transaction processing.
• Proven experience managing operational performance through KPIs, productivity measures, service levels, and quality metrics.
• Demonstrated ability to coach, develop, and motivate employees to achieve individual and team objectives.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication and stakeholder management skills.
• Experience working in a controlled, regulated, or audit-focused environment.
• Strong proficiency in Microsoft Excel and operational reporting tools.

Preferred qualifications:

• Experience leading settlement operations teams within payments, money transfer, financial services, banking, or fintech organizations.
• Knowledge of risk management frameworks, internal controls, regulatory compliance, and audit processes.
• Experience managing partner-facing operations and handling executive or critical business escalations.
• Demonstrated success leading operational improvement, automation, or transformation initiatives.
• Familiarity with Lean, Six Sigma, Operational Excellence, or Continuous Improvement methodologies.
• Experience supporting global operations and working across multiple regions and stakeholder groups.
• Proven ability to influence cross-functional teams and drive organizational change.
• Experience supporting large-scale implementations, acquisitions, system upgrades, or business transformation projects.