Team Lead – Operations

ACE Money Transfer is looking for a dedicated Team Lead – Operations to manage and guide the daily activities of the operations team at its MM Alam Road, Lahore branch. Reporting directly to the Assistant Manager – Operations Unit, this role is crucial for ensuring efficient workflows, maintaining high-quality standards, and fostering continuous improvement. The ideal candidate will possess strong leadership skills, problem-solving capabilities, and a solid understanding of payment processing systems to consistently meet and exceed company objectives and service level agreements. This is a full-time position requiring hands-on management and collaboration across multiple departments.

Key Responsibilities

Team Leadership & Supervision:
Lead and oversee daily team operations, ensuring alignment with company goals and KPIs. Provide ongoing mentorship, training, and support to enhance team productivity and performance. Monitor task completion to ensure quality and timeliness.

Workflow Management & Coordination:
Assign operational tasks efficiently to team members to maintain smooth workflows. Act as the primary contact for team inquiries and resolve issues promptly. Collaborate with Customer Experience, IT, and Technical Teams to address challenges and maintain operational continuity.

Process Optimization & Continuous Improvement:
Identify process inefficiencies and gaps, proposing and implementing solutions to streamline workflows. Introduce best practices and innovative methods to boost team efficiency. Work closely with the Assistant Manager to adopt new strategies, tools, and technologies that enhance operational performance.

KPI Monitoring & Reporting:
Track and analyze team KPIs, including payment processing accuracy, SLA compliance, and issue resolution times. Prepare regular performance reports for the Assistant Manager, highlighting improvement areas and recommending corrective actions. Ensure consistent achievement or surpassing of performance targets.

Quality Control & Compliance:
Ensure all team activities adhere to internal policies and external regulatory requirements. Conduct regular audits to verify accuracy and compliance. Manage resolution of payment discrepancies, cancellations, and related issues to maintain customer satisfaction.

Problem-Solving & Incident Management:
Serve as the escalation point for operational challenges. Collaborate with cross-functional teams to resolve system bugs, payment failures, and service interruptions swiftly. Monitor and manage open tickets and incidents to guarantee timely resolution.

Collaboration & Stakeholder Management:
Maintain strong relationships with external partners such as banks, Payment Service Providers (PSPs), and vendors to optimize operations. Coordinate with IT, Customer Experience, and Finance departments to resolve cross-functional issues and improve the customer experience.

Reporting & Documentation:
Prepare and present detailed reports on team performance and operational efficiency. Document key procedures, best practices, and encountered issues to ensure consistency and knowledge sharing within the team.

Other Duties as Assigned:
Support department leadership by undertaking additional tasks as needed to ensure smooth operations.

Required Qualifications

- Bachelor’s degree in Business Administration, Operations Management, or a related field, or equivalent experience.
- Proven experience in an operational leadership role, preferably within financial services or payment processing.
- Strong knowledge of payment processing systems, SLAs, and KPI management.
- Excellent problem-solving skills with the ability to manage complex operational challenges.
- Effective communication, interpersonal, and team management skills.
- Ability to work under pressure, manage multiple priorities, and meet deadlines.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and reporting tools.

Preferred Qualifications

- Familiarity with digital payment systems, APIs, and backend operations is an advantage.

ACE Money Transfer offers a dynamic work environment that values operational excellence and continuous improvement. This role provides an excellent opportunity to lead a motivated team and contribute significantly to the company’s success in the financial services sector.