Manager – Payment Operations

ACE Money Transfer is seeking an experienced Manager – Payment Operations to lead and optimize the end-to-end pay-in and pay-out processing functions. This role is pivotal in transforming the department from a manual, exception-driven operation to a streamlined, automated model. Reporting directly to the Head of Operations and managing the Assistant Manager – Payment Operations, you will translate operational strategies into actionable process and system improvements. This hands-on position requires setting the automation roadmap, collaborating with Technology teams to implement solutions, and ensuring the department meets clear, measurable performance standards. Your leadership will directly enhance the reliability and efficiency of cross-border money transfers for our customers.

Key Responsibilities

- Systems Improvement & Automation: Own and drive the automation roadmap to reduce manual processing in pay-in and pay-out workflows. Identify automation opportunities, prioritize system enhancements such as routing logic and reconciliation tools, and collaborate with IT/Tech teams to deploy solutions. Develop and maintain Standard Operating Procedures (SOPs) that reflect automated processes and phase out manual workarounds. Assign ownership and timelines for all automation initiatives, reporting progress transparently.

- Pay-in / Pay-out Operations Oversight: Take full accountability for payment processing performance, including success rates, processing times, reconciliation accuracy, and cancellation rates. Manage manual processing queues to ensure SLA compliance and timely escalation of exceptions. Conduct root-cause analysis on recurring failures and ensure corrective actions are implemented. Lead incident response for operational issues, including communication with senior leadership as needed.

- Team Leadership: Manage and develop the Assistant Manager by setting objectives, reviewing performance, and holding them accountable for execution-level KPIs. Provide technical and process guidance across the Payment Operations team to maintain consistent standards. Identify skill gaps and implement training plans focused on new systems, automation tools, and updated procedures.

- Stakeholder & Vendor Management: Maintain strong working relationships with banks, PSPs, and payout partners to resolve systemic issues and negotiate operational improvements. Oversee third-party vendor performance against SLAs, escalating and addressing persistent underperformance. Collaborate cross-functionally with Compliance, Technology, and Customer Experience teams on initiatives impacting payment operations.

- Reporting & Governance: Produce and own regular reports on payment operations KPIs, automation progress, and incident status for the Head of Operations. Ensure all activities comply with internal standards and regulatory requirements. Support audit readiness through accurate and well-documented process records.

Required Qualifications

- Bachelor’s degree in Business Administration, Finance, Technology, Operations Management, or a related field.
- 6–8+ years of experience in payment operations within fintech, remittance, banking, or digital payments.
- Proven track record managing large-scale pay-in and pay-out operations, including transaction processing, reconciliation, payment failure resolution, and exception management.
- Strong knowledge of payment rails, bank/PSP integrations, payment gateways, and reconciliation processes.
- Demonstrated experience leading process automation, system improvements, and operational transformation projects.
- Prior people management experience, ideally with direct reports at supervisor or assistant manager level.
- Experience collaborating with Technology, Compliance, Customer Experience, and external payment partners to drive operational improvements.
- Comfortable scoping automation and system enhancement requirements and working closely with IT/Tech teams to deliver solutions.

Preferred Qualifications and Skills

- Knowledge of operational controls, risk management, and regulatory compliance in financial services or payments.
- Data-driven decision-making skills, with the ability to own KPI reporting and root-cause analysis.
- Strong, structured communication skills for reporting to senior leadership with clarity on status, ownership, and timelines.
- Excellent stakeholder management capabilities, including negotiating improvements with banks, PSPs, vendors, and internal teams.
- A strong sense of ownership and accountability, ensuring fixes are delivered and deadlines met.
- Effective people leadership, setting clear objectives and developing team capabilities.
- A transformation mindset focused on replacing manual workarounds with automated, systemized processes.
- Ability to remain composed under pressure, leading incident responses calmly and communicating clearly with leadership.

Job Details

- Location: Lahore, Pakistan
- Job Type: Onsite
- Working Hours: 01:00 PM to 10:00 PM PKT
- Department: Payment Operations

ACE Money Transfer is a UK-based multinational fintech headquartered in Manchester, providing fast, secure, and affordable online remittance services across 29 countries in the UK, Europe, Canada, and Australia, enabling transfers to over 100 countries worldwide. We combine a fast-paced growth culture with strong regulatory standards and a commitment to innovation in digital payments. Joining ACE means working with diverse, talented teams across regions and taking ownership of impactful work that shapes the future of global money movement.