Rosa Iglesias

Vice President - Agent Experience and Support @Western Union

Denver, CO, US

Responsible for defining the strategy and leading the Western Union’s global end-to-end agent experience Accountable for accelerating the improvement of Western Union’s agent experience and entrusted with the strategic planning, direction, coordination, and oversight of agent operations activities. This includes the post-contract Agent on-boarding cycle as well as the on-going agent support after activation related to transactional and technical matters for the 3 brands and different products being offered (Money Tranger, Retail Money Tranger, Bill Payment, Pre-paid, MTBP)Responsible for driving the operationalization of global strategic initiatives to the 6 regions with the right timing, communication, and quality as well as driving end-to-end process improvement as well as deploying training and communication to agents and ROMs on new self-serve features, compliance, products, and services with the vision to maximize operational efficiencies and improve agent and customer experience. Primary internal partner to the company’s product, technology, risk, and compliance, legal, finance and marketing teams to ensure Agent landscape adheres to the company’s expectations

Rutgers University–Newark

Bachelors of Science, Business Management

IPADE Business School

Master of Business Administration - MBA, Business Administration and Management, General