Do you view IT infrastructure and operations management in the retail financial industry as more than just maintaining functionality, and instead see it as an opportunity to improve the customer experience? As a successful leader, do you empower your team with ownership and agility to quickly respond to outages, security issues, and product enhancements to ensure uninterrupted service for customers? Do you have experience setting up and managing digital banking IT systems and networks? If so, why not consider joining Western Unions' new Digital Banking hub in Madrid as Digital Banking Infrastructure and IT Operations Manager. Western Union powers your pursuit. We recently launched digital banks and wallets in multiple markets to enhance our customers' experiences with a cutting-edge digital Ecosystem. As the Manager of Digital Banking Infrastructure and IT Operations, your primary responsibility will be to establish core digital banking and wallet solutions in Europe, while also overseeing the integration of infrastructure, networks, and real-time payment processing. Role Responsibilities Establish and develop the digital banking infrastructure in the assigned region. Oversee regional IT operations and support for maintenance, enhancements, and security. Manage the regional IT support team to address outages, intermittent issues, small enhancements, security patches, and the incremental build-out of banking products. Enhance IT support and application maintenance across the assigned region as new products are launched. Support local regulatory reporting and product customizations and provide 24/7 support for digital bank and wallet IT operations. Manage vendor resources. Implement a daily, weekly, and monthly core banking operating model to meet regional regulatory requirements and provide exceptional customer experience. Partner across the organization to optimize and enhance the customer journey. Daily triage of any and all customer-related or technical issues with the Digital Banking app or website. Primary interface with internal Customer Service Representatives to root cause, triage, and solve customer-related issues. Role Requirements A degree in Computer Science or related fields. A minimum of 5+ years of experience in building business-critical products and launching them on the market, although candidates with other relevant experience will be considered. Experience setting up and running retail banking IT systems and networks. Ability to evaluate business needs and achieve alignment among stakeholders. Excellent verbal and written communication skills for managing both direct and indirect talent effectively. Experience operating L1, L2 and / or L3 IT support models. Direct experience with at least 1 of the following technologies: Mulesoft, or similar API Orchestration technology Outsystems or similar low-code environment Mambu or similar core banking technology Familiarity with Javascript, .NET, and Angular. Experience with SLDC practices, procedures, and code deployment processes. Experience with code release management processes, including approvals through change boards to production code releases. Troubleshooting of all technology including UI, integration tools, core banking platform, and all back office systems. Experience interfacing with Customer Service Reps with customer issues and troubleshooting. Experience analyzing errors across multiple technologies, including analysis of log files to root cause issues. Proven leadership skills for leading teams and facilitating problem-solving. Ability to communicate updates concisely to leaders at all levels. Skilled in executing strategic roadmaps across organizations to deliver planned results. Strong ability to lead, manage and motivate cross-functional teams, think creatively, and act with agility. Excellent decision-making, communication, and collaboration skills. 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. To support this, we have launched a Digital Banking Service and Wallet across several European markets to enhance our customers' experiences by offering a state-of-the-art digital Ecosystem. 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/ . Our Hybrid Work Model (Hybrid) 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. Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week. 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 location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment. Your Spain-specific benefits include: 25 days annual leave – plus 14 public holidays Comprehensive life & medical cover – including dependents. Contributory pension plan Preventative Care Assistance program 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. #LI-NC1
