We’re super thrilled to feature our latest session of ExtraMile by HiTechNectar, an exemplary interview series, connecting our audience with the top global leaders making an impact on the tech and business world!
In this conversation, we speak with Mauricio Garcia, Vice President, Latin America & Caribbean (LACA) Region at Western Union, a renowned leader in offering accessible financial services that help people and communities prosper.
The company operates across more than 200 countries and territories, connecting millions of customers through digital platforms and an extensive global retail network.
With over two decades of experience at Western Union, Mauricio holds a pivotal role in leading the company’s business in the LACA region, driving outstanding end-to-end customer service.
In this session, Mauricio walks us through his leadership philosophy and the role of partnerships, and how Western Union is shaping the future of cross border payments while maintaining trust, accessibility, and compliance at scale.
Welcome, Mauricio! We’re excited to have you join us today!
Q1. You have spent almost 20 years leading teams across different countries in the region. What is the single most valuable lesson you learned about regional leadership and team building during this extensive journey?
Mauricio. The most valuable lesson I have learned is the critical importance of clear, accurate, and timely communication. In organizations and teams, many challenges arise because something was misunderstood, assumptions were made, or the right questions were never asked.
Effective communication is fundamental to building and strengthening teams. In fact, a significant number of issues we face daily originate from failures in the communication process. Ensuring clarity and openness is, without a doubt, the cornerstone of successful leadership and collaboration.
Q2. While many people are still dependent on traditional services, digital solutions are developing fast. How does your company connect effectively an already established, cash-based network with the rapid growth of online and mobile money transfers?
Mauricio. We connect both worlds by leveraging our global cash network and integrating it with advanced digital solutions. By modernizing our platforms and digitizing retail experiences, we turn our locations into bridges to online and mobile services—giving customers flexibility to move between cash and digital seamlessly. Consequently, we make financial services accessible to people everywhere.
Q3. The overall strategy focuses on an enhanced customer experience and improved market presence. In your region, which specific recent market initiative best demonstrates this commitment to growth and customer focus?
Mauricio. Our commitment to growth and customer focus starts with recognizing the diverse needs of our customers and creating solutions that fit their lifestyles. This means innovating and partnering strategically to offer a broader range of options.
For example, we recently enabled transactions via WhatsApp in Peru, making it easier for customers to send money through a channel they already use every day. In Argentina, we launched a prepaid card, giving customers more flexibility and control over their funds.
Additionally, partnerships with consumer-focused brands like Yape in Peru and Caja de Compensación Los Héroes in Chile allow us to integrate into trusted platforms and deliver a seamless experience.
By combining Western Union’s global reach and compliance expertise with local innovation, we are building a robust ecosystem of financial solutions—whether customers prefer digital wallets, retail locations, or a mix of both. Classification: Western Union Unrestricted Internal
Q4. Strategic alliances are key in a fast-changing market. What is most important to you when considering a new partnership or acquisition? What makes you ensure that it truly expands services and benefits customers?
Mauricio. When evaluating a new partnership or acquisition, our priority is creating real value for customers. We look for partners that share our vision of financial inclusion, innovation, and customer proximity. The goal is to complement capabilities—combining strengths to deliver more accessible, convenient, and secure services.
We also ensure that any alliance expands our reach and enhances customer experience, whether through new digital channels, improved payment options, or localized solutions.
Q5. The financial world is moving with the swift implementation of new technology, such as digital wallets and new ways of paying. How do you make sure your regional teams can quickly and smoothly integrate these innovations for the local user?
Mauricio. We have a highly skilled regional team, with robust processes and regulatory compliance frameworks that allow us to tailor solutions to local needs without compromising speed or reliability. Furthermore, we nurture our retail network and use it as a bridge to the digital age, introducing features such as card acceptance and account payments to ease the transition for our customers. This approach enables us to scale innovations quickly while maintaining the trust and familiarity that local users expect.
Q6. The company strives to make financial services available and reliable for all. With your wide range of customers, what would give them the most trust and confidence when using your services across borders?
Mauricio. Trust is built on experience, reliability, and reach. Western Union has been connecting people for 175 years, which gives our customers confidence that we understand their needs and can deliver securely across borders. Our global presence—with almost 400,000 retail locations and a growing digital footprint in 165 countries— ensures that customers can access our services wherever they are, in the way that works best for them. Combined with our industry-leading compliance standards and real-time payment capabilities, this scale and longevity make Western Union a trusted partner for millions of people moving money worldwide.
Q7. To lead several country teams, clarity is essential. What would you say is the guiding principle in your leadership that will help inspire and align such a huge and dispersed team towards one single goal?
Mauricio. My guiding principle is constant communication delivered with empathy, always keeping in mind that mutual collaboration is essential to achieving our goals. Clear, open dialogue and Classification: Western Union Unrestricted Internal a collaborative mindset create alignment and inspire teams, no matter how dispersed they are.
Q8. In the coming next few years, what is the single most significant change you foresee that will have the most impact on the way people send and receive money internationally within your domain?
Mauricio. The most significant change will be the acceleration toward a fully digital ecosystem, where sending and receiving money becomes almost instantaneous and deeply integrated into everyday life. Digital platforms will continue to shorten distances, making the world feel more connected than ever. At the same time, physical presence will remain a differentiator, because trust and accessibility still matter, especially in regions where cash and in-person interactions are essential.
Our strategy reflects this dual reality: we are investing heavily in digital-first solutions like wallets, real-time payments, and next-generation platforms, while leveraging our retail locations as a bridge to digital. This combination ensures that customers can choose the channel that works best for them, creating a seamless experience in an increasingly borderless financial world.
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