Canadian Regional Operations Manager

Canadian Regional Operations Manager – Canada, Toronto (Remote)

Are you ready to use your operations management skills for one of the world’s largest FinTech organizations? Do you want to work for a global business that is committed to moving money for the better?  Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then it’s time to join Western Union as a Canadian Regional Operations Manager.

Western Union powers your pursuit.

The Canadian Regional Operations Manager provides high‑quality service and operational support to Western Union’s Strategic and Regional partners across Canada. This role plays a critical part in partner success by supporting the rollout of new Western Union features, driving performance improvement, and acting as a key liaison between partners and Western Union.

Although this role has no direct reports, it requires strong leadership—managing external stakeholders, mentoring internal team members, and promoting best practices aligned with Western Union’s values. Ultimately, the position ensures partners operate efficiently, compliantly, and profitably while maximizing the value of Western Union’s products and services.

Role Responsibilities

• Optimize operational systems and processes to enhance performance and consistency for Western Union’s strategic partners in Canada.
• Prioritize and deploy operational initiatives that elevate service quality across retail agent locations and/or digital products.
• Provide daily operational support to partner networks, including POS access, location maintenance, new location activation, customer service escalation, and issue resolution.
• Act as a cross-functional liaison, collaborating with engineering, product, compliance, supply chain, and other internal teams.
• Support agent onboarding processes and contract submissions.
• Deliver ongoing training to frontline and customer service teams to ensure compliance with Western Union operational standards, reinforce customer service best practices, and maintain up‑to‑date product knowledge.
• Serve as a subject matter expert, navigating a matrix structure and advocating for Canadian priorities such as POS maintenance, IT support needs, and new product enablement.
• Function as the primary point of contact during critical events with external Agents and internal stakeholders. Oversee quality control, monitoring service KPIs, and identifying opportunities to strengthen agent support for Strategic and Regional partners in Canada.
• Support fellow Operations Managers as needed to maintain seamless operations for the Canadian region.

Role Requirements

• Bachelor’s degree in project management, operations Management, business administration, preferred.
• 5+ years of retail operations experience or equivalent experience, ideally within Financial Services, FinTech, or Banking.
• Proven project management and cross‑functional collaboration skills.
• Strong understanding of process management and continuous improvement methodologies.
• Excellent prioritization skills, with the ability to balance daily operational tasks, urgent escalations, exceptional circumstances, while balancing deliverables for long‑term strategic initiatives.
• A clear and effective communicator capable of tailoring messages across organizational levels both internally and externally.
• Demonstrate initiative, resourcefulness, and responsiveness when handling operational issues. 
• Exhibit strong analytical skills to identify risks, investigate root causes and apply sound judgment in resolving issues.
• Natural curiosity, with a drive to investigate issues thoroughly understanding the “what,” “why,” and “how” behind operational challenges.
• Bilingual in English and French required.
• Occasionally limited travel may be possible.
• Flexible to work on call hours as necessary for operations support escalations and urgent matters.

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.

Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You’ll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you’re ready to help drive the future of financial services, it’s time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/.

Salary

The base salary range is $95,000.00 - 125,000.00 CAD Annual per year, total on target compensation includes a base salary plus annual incentives that align with individual and company performance. Actual salaries will vary based on candidates’ qualifications, skills, and competencies.

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 (https://careers.westernunion.com/global-benefits/). Please see the below benefits specific to your location and note that your recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

Your Canada specific benefits include:

• Healthcare, Dental and Visioncare 
• Teladoc medical Exerts 
• Lumino Health Virtual Care 
• Employee Term Life and AD&D Insurance 
• Basic Critical Illness Insurance 
• Short & Long Term Disability 

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.

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

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Estimated Job Posting End Date:

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.