Head of Operations Retail\Digital for Middle East, Pakistan & Afghanistan MEPA based in Dub

Are you ready to lead a critical business function at the intersection of operational excellence and large‑scale transformation? Do you thrive in complex, fast‑paced environments where you can drive business performance, lead strategic change, and deliver exceptional customer and agent experiences across both retail and digital channels? Would you like to play a key role in shaping the future of a rapidly evolving region by ensuring operational stability while enabling the successful delivery of transformative business initiatives? Join Western Union as Head of Operations, Middle East, Pakistan & Afghanistan (MEPA), based in Dubai.
Western Union powers your pursuit.
As Head of Retail/Digital Operations for MEPA, you will lead a hybrid role that combines operational leadership with strategic transformation delivery.
You will be responsible for the active oversight and management of day‑to‑day operations while driving the operational readiness and execution of major business programs that support regional growth, modernization, and digital innovation.
Reporting to the Regional Vice President, Operations & Program Management, you will work as a trusted business partner to the regional leadership team, ensuring operational resilience, service continuity, and successful change adoption across the region.
This is a hybrid role based in Dubai (minimum 3 days in the office).
Role Responsibilities - Lead day‑to‑day Retail and Digital Operations across the MEPA region, ensuring efficient business performance, service stability, and operational excellence.
• Proactively monitor operational health, identify service quality deterioration, and drive timely interventions to minimize customer and agent disruption.
• Oversee the resolution of operational incidents, ensuring effective communication, governance, and stakeholder management throughout incident lifecycles.
• Develop and execute operational strategies that support major business programs, transformation initiatives, an.

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