Assistant Manager Payment Operations

ACE Money Transfer Limited; Lahore; On-site; PKR 1,200,000 - 2,400,000; Full time

Job summary

ACE Money Transfer Limited in Pakistan (Kharian, Punjab) is seeking an Assistant Manager - Payment Operations to lead day-to-day payin and payout activities, ensure accurate processing and reconciliation, and maintain high service levels for customers. You will monitor KPIs and incidents, drive process improvements, and guide the Payments Operations team to uphold compliance and operational excellence.

Responsibilities cover incident management, reconciliation, reporting, stakeholder

Responsibilities

• Manage day-to-day payin and payout operations, ensuring transactions are processed accurately and within agreed SLAs
• Ensure smooth initiation, processing, settlement, and reconciliation of digital payments
• Monitor payment queues, failed transactions, exceptions, cancellations, and aged transactions
• Ensure timely resolution and escalation of operational issues
• Monitor manual processing and identify opportunities to reduce manual intervention
• Maintain stable, efficient, and customer-focused payment operations
• Support the Manager - Payment Operations in maintaining operational continuity and service availability
• Monitor, analyse, and improve key payment KPIs, including: Payment creation success rate, Overall payout success rate, Payin success rate, Payment processing time, Payment cancellation rate, SMS/payment notification delivery success rate, Bank and wallet account validation success rate, Availability and performance of alternate payment options, Reconciliation accuracy and completion, System availability and downtime, Incident resolution time, SLA compliance, Manual processing volumes, Prepare KPI analysis, identify performance gaps, investigate negative trends, and implement corrective actions
• Provide regular KPI and performance updates to the Manager - Payment Operations
• Investigate recurring payment failures and operational issues
• Conduct root-cause analysis of bank/PSP declines, routing issues, reconciliation breaks, validation failures, system issues, and transaction exceptions
• Coordinate with relevant teams to ensure issues are permanently resolved
• Track corrective and preventive actions through to completion
• Identify operational bottlenecks and recommend improvements
• Analyse recurring incidents and trends to prevent future issues
• Identify repetitive, inefficient, and error-prone processes suitable for automation
• Work with the Manager - Payment Operations and Technology/IT teams to define system-improvement requirements
• Support automation across payin, payout, reconciliation, validation, exception management, and reporting processes
• Assist in testing and implementing new system features, integrations, payment methods, and solutions
• Monitor the impact of automation on processing time, accuracy, productivity, and payment success
• Help eliminate manual workarounds once reliable system-based solutions are implemented
• Review and update SOPs following process or system changes
• Recommend simplification, standardisation, and automation of operational workflows
• Monitor payment-operation incidents and exception queues
• Manage incident tickets to ensure proper assignment, tracking, escalation, and resolution within agreed timelines
• Coordinate with Technology, banks, PSPs, vendors, and internal teams during payment incidents
• Support the management of gateway disruptions, payment failures, misrouted transactions, reconciliation breaks, system outages, and other critical issues
• Escalate high-impact or prolonged incidents to the Manager - Payment Operations
• Participate in post-incident reviews and ensure corrective actions are completed
• Ensure timely and accurate reconciliation across banks, wallets, PSPs, payment gateways, and internal systems
• Investigate reconciliation discrepancies and coordinate their resolution
• Monitor operational controls to minimise payment errors and financial/customer impact
• Conduct regular quality checks of payment-processing activities
• Ensure team compliance with approved processes and SOPs
• Identify control gaps and recommend corrective measures
• Supervise and support the Payment Operations team in day-to-day activities
• Allocate workloads and ensure appropriate coverage of operational queues and shifts
• Monitor team performance against KPIs and departmental objectives
• Provide coaching, guidance, feedback, and performance support
• Address performance gaps and maintain team accountability and discipline
• Mentor team members and support career development
• Identify training needs and coordinate training programs
• Ensure employees remain updated on systems, processes, payment methods, technologies, and SOPs
• Promote continuous improvement and operational excellence
• Maintain effective relationships with banks, PSPs, payout partners, payment gateways, wallets, and other stakeholders
• Coordinate with external partners to resolve payment failures, delays, reconciliation issues, and service problems
• Monitor partner/vendor performance and SLA adherence
• Escalate recurring partner issues and support remediation
• Coordinate with Technology, Compliance, Finance, Customer Experience, Risk, and other internal teams on payment-related matters
• Support the Manager in improving partner performance and operational arrangements
• Ensure customer-impacting payment issues are investigated and resolved promptly
• Coordinate with Customer Experience teams on payment-related complaints and escalations
• Investigate recurring customer payment issues and identify operational or technical root causes
• Recommend improvements to reduce payment failures, delays, cancellations, and customer friction
• Prioritise customer-impacting incidents according to severity and business impact
• Prepare and maintain daily, weekly, and monthly reporting covering: Payin and payout success rates, Processing times, Payment cancellations, Reconciliation performance, System availability, Incident volumes and resolution times, SLA performance, Manual processing volumes, Bank/PSP performance, Automation and process-improvement initiatives, Analyse operational trends and provide actionable recommendations, Highlight significant risks, recurring issues, and improvement opportunities to management, Maintain accurate operational records and management information
• Ensure payment operations comply with internal policies, SOPs, controls, and applicable regulatory requirements
• Follow approved operational and risk-management procedures
• Maintain accurate process documentation and operational evidence
• Support internal and external audits
• Ensure manual and automated processes operate within approved controls
• Identify and upscale operational risks
• Work with Compliance and Risk teams to address control gaps
• Monitor payment-system performance and identify issues affecting transaction processing
• Coordinate with Technology/IT teams to investigate system errors, bugs, integration issues, and performance problems
• Support testing of new

Job description

Job Description:

Job Title:

Assistant Manager - Payment Operations

Department:

Payment Operations / Operations Unit

Reports To:

Manager - Payment Operations / Head of Operations

Company:

ACE Money Transfer

Location:

ACE Tower, GT Road, Kharian, Punjab

Position Overview

The Assistant Manager - Payment Operations is responsible for the day-to-day management and execution of ACE Money Transfer's payin and payout operations, ensuring smooth payment initiation, processing, settlement, reconciliation, service availability, and customer experience.

The role is responsible for monitoring payment KPIs, managing incidents and exceptions, conducting root-cause analysis, improving processes, supporting automation and system enhancements, coordinating with internal and external stakeholders, ensuring compliance, and leading the Payment Operations team.

Key Responsibilities

Payment Operations Management

• Manage day-to-day payin and payout operations, ensuring transactions are processed accurately and within agreed SLAs
• Ensure smooth initiation, processing, settlement, and reconciliation of digital payments
• Monitor payment queues, failed transactions, exceptions, cancellations, and aged transactions
• Ensure timely resolution and escalation of operational issues
• Monitor manual processing and identify opportunities to reduce manual intervention
• Maintain stable, efficient, and customer-focused payment operations
• Support the Manager - Payment Operations in maintaining operational continuity and service availability

Payment Performance & KPI Management

Monitor, analyse, and improve key payment KPIs, including:

• Payment creation success rate
• Overall payout success rate
• Payin success rate
• Payment processing time
• Payment cancellation rate
• SMS/payment notification delivery success rate
• Bank and wallet account validation success rate
• Availability and performance of alternate payment options
• Reconciliation accuracy and completion
• System availability and downtime
• Incident resolution time
• SLA compliance
• Manual processing volumes
• Prepare KPI analysis, identify performance gaps, investigate negative trends, and implement corrective actions
• Provide regular KPI and performance updates to the Manager - Payment Operations

Root-Cause Analysis & Problem Solving

• Investigate recurring payment failures and operational issues
• Conduct root-cause analysis of bank/PSP declines, routing issues, reconciliation breaks, validation failures, system issues, and transaction exceptions
• Coordinate with relevant teams to ensure issues are permanently resolved
• Track corrective and preventive actions through to completion
• Identify operational bottlenecks and recommend improvements
• Analyse recurring incidents and trends to prevent future issues

Process Improvement & Automation

• Identify repetitive, inefficient, and error-prone processes suitable for automation
• Work with the Manager - Payment Operations and Technology/IT teams to define system-improvement requirements
• Support automation across payin, payout, reconciliation, validation, exception management, and reporting processes
• Assist in testing and implementing new system features, integrations, payment methods, and solutions
• Monitor the impact of automation on processing time, accuracy, productivity, and payment success
• Help eliminate manual workarounds once reliable system-based solutions are implemented
• Review and update SOPs following process or system changes
• Recommend simplification, standardisation, and automation of operational workflows

Incident & Exception Management

• Monitor payment-operation incidents and exception queues
• Manage incident tickets to ensure proper assignment, tracking, escalation, and resolution within agreed timelines
• Coordinate with Technology, banks, PSPs, vendors, and internal teams during payment incidents
• Support the management of gateway disruptions, payment failures, misrouted transactions, reconciliation breaks, system outages, and other critical issues
• Escalate high-impact or prolonged incidents to the Manager - Payment Operations
• Participate in post-incident reviews and ensure corrective actions are completed

Reconciliation & Operational Controls

• Ensure timely and accurate reconciliation across banks, wallets, PSPs, payment gateways, and internal systems
• Investigate reconciliation discrepancies and coordinate their resolution
• Monitor operational controls to minimise payment errors and financial/customer impact
• Conduct regular quality checks of payment-processing activities
• Ensure team compliance with approved processes and SOPs
• Identify control gaps and recommend corrective measures

Team Leadership & Supervision

• Supervise and support the Payment Operations team in day-to-day activities
• Allocate workloads and ensure appropriate coverage of operational queues and shifts
• Monitor team performance against KPIs and departmental objectives
• Provide coaching, guidance, feedback, and performance support
• Address performance gaps and maintain team accountability and discipline
• Mentor team members and support career development
• Identify training needs and coordinate training programs
• Ensure employees remain updated on systems, processes, payment methods, technologies, and SOPs
• Promote continuous improvement and operational excellence

Stakeholder, Partner & Vendor Management

• Maintain effective relationships with banks, PSPs, payout partners, payment gateways, wallets, and other stakeholders
• Coordinate with external partners to resolve payment failures, delays, reconciliation issues, and service problems
• Monitor partner/vendor performance and SLA adherence
• Escalate recurring partner issues and support remediation
• Coordinate with Technology, Compliance, Finance, Customer Experience, Risk, and other internal teams on payment-related matters
• Support the Manager in improving partner performance and operational arrangements

Customer Payment Issues

• Ensure customer-impacting payment issues are investigated and resolved promptly
• Coordinate with Customer Experience teams on payment-related complaints and escalations
• Investigate recurring customer payment issues and identify operational or technical root causes
• Recommend improvements to reduce payment failures, delays, cancellations, and customer friction
• Prioritise customer-impacting incidents according to severity and business impact

Reporting & Analysis

Prepare and maintain daily, weekly, and monthly reporting covering:

• Payin and payout success rates
• Processing times
• Payment cancellations
• Reconciliation performance
• System availability
• Incident volumes and resolution times
• SLA performance
• Manual processing volumes
• Bank/PSP performance
• Automation and process-improvement initiatives
• Analyse operational trends and provide actionable recommendations
• Highlight significant risks, recurring issues, and improvement opportunities to management
• Maintain accurate operational records and management information

Compliance, Risk & Governance

• Ensure payment operations comply with internal policies, SOPs, controls, and applicable regulatory requirements
• Follow approved operational and risk-management procedures
• Maintain accurate process documentation and operational evidence
• Support internal and external audits
• Ensure manual and automated processes operate within approved controls
• Identify and upscale operational risks
• Work with Compliance and Risk teams to address control gaps

System Performance & Technology Coordination

• Monitor payment-system performance and identify issues affecting transaction processing
• Coordinate with Technology/IT teams to investigate system errors, bugs, integration issues, and performance problems
• Support testing of new