Senior Executive - Operations

ACE Money Transfer, a UK-based multinational headquartered in Manchester, provides secure and reliable online remittance services to customers across 28 countries in the UK, Europe, Canada, and Australia. The company enables seamless money transfers to over 100 countries worldwide. We are currently seeking a Senior Executive – Operations based in Lahore, Pakistan, to join our team on a full-time or contractual basis. This role is pivotal in ensuring the smooth and timely execution of payment and operational activities, including monitoring payment processing, resolving issues, managing customer payment requests, and maintaining compliance with internal SLAs, regulatory requirements, and departmental KPIs.

Key Responsibilities

- Ensure accurate and timely processing of payments via APIs, FTP, internal systems, and system logs.
- Monitor payment processing activities to proactively identify delays, exceptions, failures, or other operational challenges.
- Perform authorized backend payment adjustments to resolve customer and transaction-related issues promptly.
- Process payment cancellations with precision, minimizing operational errors.
- Track and follow up on support tickets raised by the Customer Experience team, ensuring resolution within defined SLAs.
- Collaborate with relevant departments to investigate and resolve payment and operational issues effectively.
- Arrange, verify, and provide proof of payment and supporting documentation for chargeback and dispute cases.
- Regularly monitor operational emails and ensure all pending requests and action items are addressed timely.
- Oversee recovery transactions and coordinate with stakeholders to ensure their timely completion.
- Conduct system monitoring to detect payment delays, transaction failures, technical issues, or unusual patterns.
- Maintain and update the daily Partner Challenge Report, ensuring data accuracy.
- Identify operational gaps, recurring issues, and payment exceptions, taking corrective actions as needed.
- Escalate unresolved, high-risk, or recurring issues to the Operations Specialist or management promptly.
- Ensure all operational activities comply with company policies, procedures, regulatory standards, and compliance requirements.
- Prepare and maintain regular operational reports highlighting pending, delayed, or exceptional transactions and necessary actions.
- Work closely with internal teams to maintain efficient day-to-day operations.
- Monitor operational risks and report any issues that could impact payment processing, customer experience, or business continuity.
- Support process improvement initiatives aimed at enhancing efficiency, reducing errors, and strengthening operational controls.
- Assist the team in achieving departmental KPIs, productivity targets, service levels, and quality standards.
- Perform additional operational duties as assigned by the Operations Specialist, Assistant Manager, or Department Manager.

Required Qualifications

- Strong analytical and problem-solving skills with high attention to detail and accuracy.
- Excellent follow-up, task management, and communication skills.
- Ability to work effectively under pressure and meet strict deadlines.
- Proficient in identifying risks and escalating issues appropriately.
- Solid understanding of payment and remittance operations.
- Experience with operational systems, reporting, and data handling.
- Demonstrated ownership, accountability, and ability to work independently as well as collaboratively within a team.

Preferred Qualifications and Benefits

While specific preferred qualifications and benefits are not explicitly mentioned, candidates with prior experience in a multinational payment or remittance environment and familiarity with compliance and regulatory frameworks will be at an advantage. The role offers the opportunity to contribute to a dynamic, fast-paced organization focused on operational excellence and customer satisfaction.

ACE Money Transfer values operational discipline, confidentiality, and compliance, expecting all activities to be performed within defined procedures and service levels. For more information about the company, please visit the official profile on the ACE Money Transfer website.