Senior Regional Business Operations Manager - r MoneyGram International - Moscow (Russian Federation)

Senior Regional Business Operations Manager

MoneyGram International - Moscow (Russian Federation)

Job Description

Based in Moscow, the post-holder is responsible for managing the provision of operational support to the regional Agent network.  This will involve the following: effective managing and coordination of the Regional Operations team, identification of new business opportunities, developing and roll-out of new channels and products/product enhancements, review and identification of cost saving and process efficiencies; problem resolution and ensuring effective fund settlement occurs as required by the Service Level Agreement (SLA).
The post-holder will be responsible for building and maintaining relationships with key operational contacts, facilitating the retention, success and expansion of the regional network.

 
ACCOUNTABILITIES:

• Assume overall regional responsibility over Operations function.
• As part of regional management team, the post-holder will take an active part in regional business strategy setting and its execution. 
• To ensure that Operation objectives are in line with regional business strategy
• Work together with Regional, London-based, the US teams to ensure the highest standards of operational support and development of regional Agent network.
• Manage and support the Regional Operations team, ensuring the effective motivation, direction and guidance of the Operations team throughout Russia, CIS, Emerging Europe and Israel.
• Ensure that roles and responsibilities are clearly defined and clear objectives and priorities are set in line with regional business objectives. 
• Work closely with local and London/USA operations teams to manage and deliver operational the US and EMEAP initiatives.
• Manage and coordinate local operations projects, co-coordinate global operations projects.
• Ensure relationships with key Agent business and operational contacts are developed and that Agent contact is maintained through a variety of remote communications methods, in addition to on-site visits, to ensure mutual objectives are met.
• Ensure that information of operational importance is cascaded to regional teams in a timely manner.
• Develop and ensure adherence of operational service level agreements with Agents and EMEAP community.
• Oversee the new Agent process from an operational perspective, from pro forma to live date to ensure correct and timely implementation.
• Coordinate Agent training and any subsequent re-training is co-ordinated appropriately and adheres to SLA requirements and expectations, in relation to software roll-outs, upgrades, product enhancements etc.
• Ensure that all complex operational issues are escalated to the appropriate departments/specialists and that these are resolved.
• Identification of new business opportunities/channels/products
• Coordinate development process and ensures effective operational support for all new products/delivery channels and methods of all new channels/products.
• Manage and coordinate AgentConnect upgrade and new applications development projects.
• Facilitate branch network expansion plans with the relevant Agent contacts.
• Develop, manage and implement locations activation activities including locations audit.
• Work with the relevant parties in London/USA/Regional Offices to ensure settlement and reconciliation issues are resolved and agreed timelines are adhered to.
• Coordinate and properly address product queries, telecoms issues, customer complaints, local currency conversation, and Agent commission, settlement and reconciliation problems, liaising with the Regional, and the US call centres as appropriate.
• Working with the relevant Company systems and databases to support to resolve agent issues before escalating to the US.
• Troubleshoot IT and telecommunications problems.
• Train new Agents on MoneyGram procedures, software and telecoms packages.
• Ensure that all Sberbank operational issues are under control, escalated to the appropriate departments if necessary and that these are resolved properly.
• Other ad hoc duties/projects as required by the business as they arise.

 SCOPE/CONTEXT:

• Responsible for ensuring the operational efficiency of all regional Agents
• Territory: CIS, Russia, Emerging Europe and Israel
• Liaison with UK and USA departments as required
• Extensive travel required
• Regional designation may be subject to change depending on the needs of the business.

Desired Skills & Experience

• Financial/Operational/Commercial degree/diploma is essential
• Proven track record of working in a customer-facing support role, must have gained comparable experience at a similar level of seniority.  International experience/knowledge gained within the relevant market place would be highly advantageous as would experience gained within the retail financial/payment services sector.
• Demonstrate proven track record of successful results delivered.
• Ideally management experience, to include recruitment, development and resolution of any performance issues is required.
• Team Managing skills
• Experience of managing a budget would be useful. 
• Previous experience of delivering training and advanced technical skills would be highly advantageous.
• Good technical understanding – ability to converse effectively with technical and non-technical parties alike.  Ability to resolve technical problems.   
• Strong presentation, communication and negotiating skills - able to influence and persuade in decision-making processes both internally and externally.
• Excellent problem solving skills – ability to effectively identify key issues, route causes and appropriate solutions and/or facilitation of resolution through working with the relevant parties.
• Strong commercial awareness, ability to identify issues and work collaboratively with key business partners.
• Excellent project management skills - able to drive a project through to deadline ensuring all full involvement of all key stakeholders. 
• Demonstration of tenacious and focused approach – ability to anticipate and manage conflicting priorities and limited resources. 
• Ability to demonstrate a strategic as well as a ‘hands on’ approach, as may be required.
• Computer literacy - able to use the Microsoft suite of packages and operating systems.
• Fluency in Russian and English (written and spoken) is essential. 
• Ability to work in a culturally diverse environment.
• Ability to commit to and demonstrate of the Corporate Values: Respect, Courage, Passion, Integrity and Teamwork.

Company Description

MoneyGram International is the second-largest money transfer company in the world with business operations in two categories: Global Fund Transfer and Financial Paper Products. Through approximately 227,000 agent locations and operations in over 190 countries, the company is committed to providing affordable, reliable and convenient payment services worldwide. The company, which was founded in Minneapolis as Travelers Express, started as a small money order operation in 1940. MoneyGram headquarters moved to Dallas, TX in November of 2010, but Minneapolis remains as a large employee base for IT, Operations, Compliance, HR, Finance and Accounting. Company Facts: *The company first passed the billion dollar mark in revenue in 2006 *MoneyGram has more than twice the locations of McDonald’s, Starbucks, Subway and Walmart combined *Approximately $19 billion was sent around the world in 2010 using MoneyGram money transfer services *MoneyGram has approximately 2,400 employees around the world *The company’s call center and website supports 23 languages *In 2010, the company made revenues of $1.17 billion; Adjusted EBITDA of $254 million *The company is 82% owned by THL (53%) and Goldman Sachs (29%) *MoneyGram is listed on the New York Stock Exchange under the ticker symbol MGI


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