As FinServ leaders look to optimize their bottom-line, they often turn to their biggest cost center and area of competitive differentiation – their talent investment. Like most FinServ companies, a significant part of Western Union’s outlays reside in talent investments, which rank second only to agent commissions.
Western Union focuses on finding ways to retain the best talent, help teams globally connect with their culture, and cultivate accountability in all HR interactions. They wanted to “consumerize” HR Service Delivery (HRSD) and provide employees with the level of efficiency, availability, and transparency, and a personal touch that consumers experience from businesses.