APN Operations Senior Manager – Payments Funds Out London

We are seeking an experienced APN Operations Senior Manager to oversee the day-to-day operations of Western Union’s Account Payment Network Operations team. This role is critical to ensuring the smooth execution of first-level payment operations, partner performance, and incident resolution across Western Union’s global funds-out network. This position leads operational teams based in Lithuania, Costa Rica, and Manila, and plays a key role in maintaining payment accuracy, resolving issues efficiently, and delivering a reliable and positive customer experience across global payout corridors.

The APN Operations Senior Manager is responsible for managing the operational performance of the APN network, working closely with payment partners and internal stakeholders to ensure timely resolution of payment incidents, effective partner collaboration, and continuous improvement of operational processes. Reporting into the Head of Funds Out, this role combines people leadership, operational oversight, and cross-functional collaboration. You will work closely with APN Network Management, Product, Technology, Risk, Compliance, and Customer Care teams to ensure operational resilience, strong governance, and consistent service delivery across regions.

• Oversee the day-to-day operations of the APN Operations team, ensuring accuracy, efficiency, and consistency across all locations.
• Proactively monitor, manage, and elevate incidents impacting customers, ensuring timely resolution of payment delays and issues.
• Act as a primary point of contact for APN payment partners, collaborating to resolve queries and maintain effective working relationships.
• Track and improve team and partner performance against service level agreements (SLAs), operational standards, and KPIs.
• Take ownership of activities transitioned from ACE to APN Global Operations, ensuring seamless integration and execution.
• Identify opportunities for continuous improvement across reporting, governance, and operational processes.
• Work closely with APN Network Management and regional teams to ensure consistent monitoring of partner activity and payment flows.
• Participate in incident management and escalation processes, fostering strong collaboration across internal and external stakeholders.
• Resolve customer queries in partnership with Customer Care teams, ensuring a positive end-to-end payment experience.
• Maintain accurate operational data, including bank lists and partner records.
• Lead and manage daily payment operations across multiple international sites, including resource planning and workload allocation.
• Manage, develop, and support a high-performing operations team, including training, performance management, and succession planning.
• Collaborate closely with Risk and Compliance teams to identify, address, and close process and governance gaps, maintaining audit-ready documentation.

• 7–10 years of experience in payments, operations, or partnership management within financial services.
• 5+ years of experience managing teams in a global or multi-location environment.
• Strong understanding of payment operations, payout flows, and partner-based payment models.
• Experience working with SLAs, operational KPIs, and incident management frameworks.
• Proven ability to operate in regulated environments with strong governance and risk awareness.
• Demonstrated people leadership skills, including performance management and team development.
• Strong communication skills and the ability to collaborate across functions and regions.
• Undergraduate degree or equivalent professional experience.

We make financial services accessible to people everywhere. More than moving money, we design digital and physical financial solutions that help customers and communities move forward. Just as we support our customers globally, we support our employees in building meaningful careers. At Western Union, you’ll have the opportunity to work at scale, develop your leadership capabilities, and make a tangible impact on how money moves around the world.

• 25 days annual leave.
• Comprehensive life & medical cover.
• Contributory pension plan.
• Cycle-To-Work scheme.
• Access to short-term incentives, accident and life insurance, employee assistance programs, global recognition and rewards programs, and employee wellness initiatives.

Location-specific benefits will be shared during the interview process. Western Union is committed to providing an inclusive culture that celebrates diverse backgrounds and perspectives. We do not discriminate based on race, color, religion, gender identity, sexual orientation, age, disability, marital status, or veteran status. Reasonable accommodation is available throughout the recruitment process.