Manager Agent Regulatory Risk 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 us as we go beyond and be part of a team that’s redefining what’s possible. Western Union powers your pursuit. The Manager, Agent Regulatory Risk Operations plays a critical role in supporting Western Union’s global regulatory compliance strategy by overseeing key risk management, governance, and agent oversight programs. The successful candidate will be responsible for ensuring compliance with FTC Sustainability Program, Know Your Agent (KYA), and Know Your Customer (KYC) requirements while implementing effective controls to mitigate regulatory and operational risk. This role is responsible for managing compliance reporting, monitoring program performance, conducting risk assessments, and driving continuous improvements to strengthen regulatory oversight across the agent network. A key focus of the position is maintaining a strong compliance environment through the execution of governance frameworks, testing activities, and risk mitigation initiatives. The successful candidate will work closely with cross-functional teams, senior leaders, auditors, and operational stakeholders to support strategic projects, respond to audit and regulatory requests, implement program enhancements, and improve the overall customer experience. The role also requires the ability to communicate complex compliance and risk topics effectively to both technical and non-technical audiences. Additionally, the position will support the development and enhancement of compliance procedures, training materials, standard operating procedures, and governance models while providing guidance to global stakeholders. Strong project management skills are essential, as the role involves leading multiple high-priority initiatives, managing timelines, and ensuring successful execution of regulatory programs across the organization.

Key Responsibilities
This role is highly specialized and primarily focused on two key areas: Regulatory Reporting & Data Governance and Regulatory Program Testing & Monitoring. 1. Regulatory Reporting, Data Governance & Platform Management
• Serve as a subject matter expert on regulatory compliance programs, including the FTC Sustainability Program, Know Your Agent (KYA), and Know Your Customer (KYC) frameworks.
• Manage and execute regulatory monitoring, reporting, and tracking activities to assess program health, compliance effectiveness, and operational performance.
• Develop, maintain, and enhance regulatory reporting processes, dashboards, and analytical frameworks to support compliance oversight and decision-making.
• Design and maintain reporting solutions using tools such as Power BI, ensuring data accuracy, integrity, and regulatory compliance.
• Analyze data across multiple systems and platforms, identify trends, risks, and data discrepancies, and provide actionable recommendations to stakeholders.
• Produce recurring and ad-hoc reports related to regulatory programs, risk indicators, compliance controls, and operational performance.
• Identify opportunities to improve reporting architecture, operational efficiency, process automation, and data governance practices.
• Partner closely with Technology, Product, Engineering, and IT Service Management teams to address system issues, data incidents, and reporting requirements.
• Manage and track Jira tickets, incidents, and remediation efforts while ensuring adherence to service-level agreements.
• Present regulatory risks, key findings, program performance metrics, and strategic recommendations to senior leadership and cross-functional stakeholders. 2. Regulatory Program Testing, Monitoring & Compliance Oversight
• Support the execution and sustainability of key regulatory programs by developing and maintaining testing methodologies, controls, and monitoring procedures.
• Conduct investigations, testing activities, root cause analysis, and documentation reviews to identify compliance gaps, operational risks, and control weaknesses.
• Manage business-as-usual (BAU) activities for critical regulatory programs, including Consumer Protection Testing and Global Fraud Claims Monitoring.
• Monitor compliance with FTC regulatory requirements, internal policies, and established operating procedures while recommending risk mitigation actions.
• Partner with cross-functional stakeholders to understand business processes, identify compliance risks, and implement sustainable solutions.
• Support audit readiness activities by gathering documentation, responding to audit requests, and validating regulatory controls.
• Escalate emerging risks, defects, and compliance concerns in a timely manner while driving corrective action plans through resolution.
• Facilitate communication across program leadership, compliance teams, operational stakeholders, and project teams to ensure alignment and successful execution of regulatory initiatives.
• Maintain governance repositories and documentation tools, including SharePoint, Confluence, Jira, and OneDrive, ensuring accuracy, version control, and accessibility of regulatory records.
• Contribute to the continuous improvement of regulatory governance frameworks, monitoring practices, and compliance program effectiveness. Skills & Competencies
• This role will require bachelor’s degree, plus 5-7 years progressive experience, or equivalent. To be successful in this role person must demonstrate relevant experience managing or supervising regulatory projects or programs within the financial industry. Demonstrate experience in delivering well-documented program and/or project requirements with necessary data sets and reporting and translating business requirements into technical requirements. Preference to candidates’ experiences in organizational and operations process planning and strategy execution for Operations teams.
• Expertise in project management and process improvements is required. Responsible for ensuring service quality and support objectives consistent with strategic goals and standards. Enhance service quality, ensure compliance with operating standards, and provide training to optimize service delivery and business growth.
• The ability to work standard time zone hours while being open to occasionally early morning or late evening meetings across various global time zones.
• A self-starter who thrives with minimal supervision, demonstrating strong self-motivation and a proactive "get things done" attitude. Capable of delivering results in a fast-paced environment, this individual is adaptable to change, flexible, and an engaging team player.
• Strong business writing, presentation, and verbal communication skills in English language are required. Work Shift Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. The expectation is to work from the office a minimum of three days a week. Other Details We are passionate about honoring our employee's identity and fostering a feeling of belonging. 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. 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.

About the Company
Western Union Company is a global leader in cross-border, cross-currency money movement. Our omnichannel platform connects the digital and physical worlds and makes it possible for consumers and businesses to send and receive money and make payments with speed, ease, and reliability. With our global reach, Western Union moves money for better, connecting family, friends and businesses to enable financial inclusion and support economic growth.