Director of Compliance

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.
Role Responsibilities
The Director, Compliance Operations is responsible for leading Western Union's Compliance Operations organization in Guatemala, providing operational leadership for approximately 100 employees supporting global Compliance functions, as well as oversight of partner site teams managed through the Compliance Operations model.
This role is accountable for operational performance, workforce management, service delivery, talent development, and execution across a portfolio of Compliance activities, including Sanctions & Interdictions, Fraud Operations, Agent Oversight and Due Diligence, Training, Consumer Protections, fraud complaints and other compliance-related operational processes.
Responsibilities
Compliance Operations LeadershipLead and oversee Compliance Operations teams based in Guatemala supporting global Compliance functions.Provide operational leadership for approximately 100 Guatemala-based employees and partner site teams managed through the Compliance organization.Ensure effective execution of operational processes supporting Sanctions, Fraud Operations, Agent Oversight, Consumer Protection, Compliance Training, Transaction Monitoring, and related compliance activities.Partner with functional Compliance leaders to align capacity, organizational priorities, and performance objectives with business requirements.Establish a culture of accountability, operational discipline, service excellence, and continuous improvement.
Operational Excellence & Service DeliveryOwn operational performance across supported functions, including productivity, quality, service levels, capacity utilization, and workforce effectiveness.Establish and monitor KPIs, SLAs, operational scorecards, and performance governance routines.Drive process standardization, simplification, and efficiency initiatives across teams and geographies.Identify operational risks, capacity constraints, and improvement opportunities and implement mitigation plans.Ensure business continuity, operational resilience, and effective workforce planning across all supported functions.
Workforce Management & Organizational LeadershipLead workforce planning, organizational design, succession planning, and talent strategies for the Compliance Operations organization.Develop and retain high-performing leaders and teams through coaching, development planning, and performance management.Create an inclusive, engaged, and customer-focused culture that supports organizational growth and transformation.Partner with Human Resources, Talent Acquisition, and global Compliance leadership to support hiring, onboarding, and organizational scaling initiatives.Lead teams through organizational change and transformation while maintaining employee engagement and operational effectiveness.
Stakeholder Management & GovernanceServe as the primary operational liaison between Guatemala-based teams and global Compliance leadership.Build strong partnerships across Compliance, Operations, HR, Finance, Technology, and enterprise shared services organizations.Provide regular reporting and insights on operational performance, capacity, workforce metrics, risks, and strategic initiatives.Support governance forums through performance reporting, escalation management, and action planning.Influence cross-functional stakeholders to drive improvements and achieve business objectives.
Site LeadershipRepresent Compliance Operations as a member of the Guatemala site leadership team.Support operating center strategy, employee engagement initiatives, and location growth plans.Foster collaboration across functions located within the Guatemala operating center.Champion Western Union culture, leadership principles, and operational excellence standards.
Basic qualifications
Bachelor's degree in business, Operations, Finance, Management, or a related field, or equivalent combination of education and experience.Compliance (AML, KYC, Fraud, etc) knowledge/experience is a must10+ years of progressive leadership experience within operations, shared services, business process operations, financial services operations, or other large-scale service delivery environments.Experience leading large operational teams, including managers and senior leaders, in a global or regional organization.Demonstrated success managing operational performance through metrics, workforce planning, and service delivery governance.Strong experience driving process improvement, operational excellence, and transformation initiatives.Proven ability to influence senior stakeholders and lead through a matrixed organizational environment.Excellent communication, presentation, and executive stakeholder management skills.Fluency in Spanish and English (Advanced)
Preferred qualifications
Experience within financial services, payments, banking, fintech, compliance operations, risk operations, or regulated industries.Experience leading multi-site or global operations organizations.Knowledge of compliance operations processes such as sanctions screening, fraud operations, agent oversight, due diligence, transaction monitoring, consumer protection, or related functions.Experience supporting large-scale organizational growth, transformation, or operating model changes.Advanced degree (MBA or related graduate degree).Strong familiarity with workforce management, operational analytics, and performance reporting.
Skills & Requirements
Must be comfortable managing expectations and collaborating with stakeholders across different business functions.Resource management is a key component of the role. The individual should be able to effectively allocate available resources, balance competing priorities, and ensure the expected level of service is maintained.Demonstrated success managing operational performance through metrics, workforce planning, and service delivery governance.Strong experience driving process improvement, operational excellence, and transformation initiatives.Proven ability to influence senior stakeholders and lead through a matrixed organizational environment.Excellent communication, presentation, and executive stakeholder management skills.
Work ShiftWestern 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. Due to the nature of this role, the expectation is to work from the office full time.
Other DetailsWe 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.