Ops Team Lead: Drive Performance, Processes & KPIs

ACE Money Transfer Limited; Lahore; On-site; PKR 900,000 - 1,500,000; Full time

Job summary

ACE Money Transfer is seeking a skilled Team Lead – Operations to oversee daily operations at our Lahore MM Alam Road office. You will lead a performance-driven team, ensure tasks meet KPIs, and coordinate with CX, IT and Finance to keep payment processing smooth.

The ideal candidate holds a degree in business or operations, has leadership experience in financial services, and excels at problem-solving, process improvement, and reporting.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• Proven experience in an operational leadership role, preferably within financial services or payments.
• Strong understanding of payment processing systems, SLAs, and KPI management.
• Excellent problem-solving skills and the ability to handle complex operational challenges.
• Strong communication, interpersonal, and team management skills.
• Ability to work under pressure, manage multiple tasks, and meet deadlines.
• Familiarity with digital payment systems, APIs, and backend operations is a plus.
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint) and other reporting tools.

Responsibilities

• Lead and supervise the day-to-day operations of the team, ensuring alignment with company goals and KPIs.
• Provide guidance, mentorship, and training to team members to optimize their performance and productivity.
• Monitor and support the team's work, ensuring that tasks are completed on time and meet quality standards.
• Manage and assign operational tasks effectively to team members to ensure smooth and efficient workflow.
• Act as the point of contact for team members, resolving queries and issues in a timely manner.
• Collaborate with other departments (e.g., Customer Experience, IT, and Technical Teams) to ensure smooth operations and quick issue resolution.
• Identify inefficiencies or gaps in current operational processes and provide solutions to streamline workflows.
• Implement best practices and innovative approaches to enhance the overall team performance and efficiency.
• Work closely with the Assistant Manager to implement new strategies, tools, and technologies to improve operations.
• Oversee the tracking and analysis of team KPIs (e.g., payment processing accuracy, SLA adherence, issue resolution times).
• Regularly report team performance to the Assistant Manager, identifying areas for improvement and providing suggestions for action.
• Ensure the team consistently meets or exceeds performance targets and service level agreements (SLAs).
• Monitor and ensure that all team activities comply with internal standards and external regulations.
• Conduct regular audits of operational processes to ensure the accuracy, compliance, and quality of work.
• Oversee the resolution of any payment discrepancies, cancellations, or issues to ensure customer satisfaction.
• Act as the primary escalation point for resolving any operational challenges or issues that arise.
• Work with cross-functional teams to address and resolve system bugs, payment failures, or service interruptions promptly.
• Track, manage, and follow up on open tickets and incidents, ensuring timely resolution.
• Maintain and strengthen relationships with external partners, including Banks, Payment Service Providers (PSPs), and vendors, to ensure optimal operational performance.
• Collaborate with other departments (e.g., IT, CX, Finance) to address cross-departmental challenges and improve the customer experience.
• Prepare and present regular reports on team performance, operational efficiency, and areas for improvement.
• Document key operational procedures, best practices, and any issues faced to ensure consistency in team operations.
• Take on additional tasks as needed by the Departmet Manager or department leadership to support the smooth running of the operations unit.

Skills

Team Leadership

Mentorship

Communication

Problem-solving

Time management

Stakeholder management

Education

Bachelor’s degree in Business Administration or related field

Tools

Microsoft Office Suite

Job description

ACE Money Transfer is seeking a skilled Team Lead – Operations to oversee daily operations at our Lahore MM Alam Road office. You will lead a performance-driven team, ensure tasks meet KPIs, and coordinate with CX, IT and Finance to keep payment processing smooth.

The ideal candidate holds a degree in business or operations, has leadership experience in financial services, and excels at problem-solving, process improvement, and reporting.