Team Lead Operations

ACE MONEY TRANSFER LIMITED; Pakistan; On-site; PKR 1,200,000 - 1,800,000; Full time

Job summary

ACE Money Transfer is seeking a hands-on Team Lead – Operations to guide the day-to-day operations of the Payments & Ops function. You will supervise and coach the team, ensure payments are processed accurately, on time and per service standards.

Reporting to the Assistant Manager – Operations Unit, you will coordinate with Customer Experience, IT, Finance and external partners, drive continuous improvement, monitor KPIs and ensure compliance.

Qualifications

• Bachelor's degree in Business Administration or related field.
• 3+ years in operational leadership in financial services or payments.
• Strong understanding of payment processing systems, SLAs and KPI management.
• Proficient in Microsoft Office and other reporting tools.
• Familiarity with digital payment systems, APIs and backend operations is a plus.

Responsibilities

• Lead day-to-day operations and supervise the team to meet KPIs.
• Allocate tasks, mentor staff and ensure timely, quality output.
• Coordinate with Customer Experience, IT, Finance and partners to resolve issues.
• Identify inefficiencies and implement improvements.
• Monitor KPIs and report performance to management.
• Ensure compliance with internal standards and external regulations.
• Act as escalation point for incidents and cross-departmental challenges.
• Maintain relationships with banks, PSPs and vendors.
• Document procedures and prepare regular reports.
• Perform additional duties as required.

Skills

Team leadership

Problem-solving

Communication

Resilience

Continuous improvement

Education

Bachelor's degree in Business Administration or related field

Tools

Microsoft Excel

PowerPoint

Word

Reporting tools

APIs

Job description

Job Description:

About the Role

ACE Money Transfer is looking for a hands-on, people-focused Team Lead – Operations to lead the day-to-day work of our Operations team. You will make sure payments are processed accurately, on time and in line with our service standards.

Reporting to the Assistant Manager – Operations Unit, you will supervise and coach team members, manage workflow and task allocation, track team KPIs and act as the first escalation point for operational issues. You will work closely with Customer Experience, IT, Finance and technical teams, and with external partners such as banks, Payment Service Providers (PSPs) and vendors.

This role is key to keeping our operations efficient, compliant and customer-focused. It suits someone who enjoys leading a team, solving problems quickly and continually improving how things get done.

Responsibilities

Team Leadership & Supervision

• Lead and supervise the teams day-to-day operations in line with company goals and KPIs.
• Give team members guidance, mentoring and training to improve their performance and productivity.
• Monitor and support the teams work so that tasks are finished on time and to quality standards.

Workflow Management & Coordination

• Assign operational tasks to team members so that work flows smoothly and efficiently.
• Act as the point of contact for team members and resolve their queries and issues promptly.
• Work with other departments, including Customer Experience, IT and technical teams, to keep operations running smoothly and resolve issues quickly.

Process Optimisation & Continuous Improvement

• Identify inefficiencies or gaps in current operational processes and propose ways to streamline them.
• Introduce best practices and new approaches that improve team performance and efficiency.
• Work closely with the Assistant Manager to roll out new strategies, tools and technologies.

KPI Monitoring & Reporting

• Oversee the tracking and analysis of team KPIs, such as payment processing accuracy, SLA adherence and issue resolution times.
• Report team performance to the Assistant Manager regularly, highlighting areas for improvement and recommending actions.
• Make sure the team consistently meets or exceeds its performance targets and service level agreements (SLAs).

Quality Control & Compliance

• Make sure all team activities comply with internal standards and external regulations.
• Audit operational processes regularly to check accuracy, compliance and quality of work.
• Oversee the resolution of payment discrepancies, cancellations and other issues so that customers are satisfied.

Problem-Solving & Incident Management

• Act as the main escalation point for operational challenges and issues.
• Work with cross-functional teams to resolve system bugs, payment failures and service interruptions quickly.
• Track and follow up on open tickets and incidents until they are resolved on time.

Collaboration & Stakeholder Management

• Build and maintain relationships with external partners, including banks, PSPs and vendors, to keep operational performance high.
• Work with IT, Customer Experience and Finance to solve cross-departmental challenges and improve the customer experience.

Reporting & Documentation

• Prepare and present regular reports on team performance, operational efficiency and areas for improvement.
• Document key operational procedures, best practices and issues so the team works consistently.

Other Duties

• Take on additional tasks assigned by the Department Manager or department leadership to support the operations unit.

Requirements

Qualifications & Experience

• Bachelors degree in Business Administration, Operations Management or a related field, or equivalent experience.
• 3+ years of proven experience in an operational leadership role, ideally in financial services or payments
• Strong understanding of payment processing systems, SLAs and KPI management.
• Proficient in Microsoft Office (Excel, Word, PowerPoint) and other reporting tools.
• Familiarity with digital payment systems, APIs and backend operations is a plus.

Soft Skills & Leadership

• Team management: able to lead, motivate and develop a team to hit shared targets.
• Problem-solving: handles complex operational challenges with sound judgement.
• Communication and interpersonal skills: builds good working relationships with team members, other departments and external partners.
• Resilience under pressure: manages several tasks at once, meets deadlines and stays calm during incidents.
• Quality and compliance focus: pays close attention to accuracy, standards and regulatory requirements.
• Continuous improvement: looks for better, faster ways of working.

Job Details

• Location: MM Alam Road, Lahore, Pakistan
• Job Type: Onsite, Full-time
• Working Hours / Shift:01:00 PM to 10:00 PM PKT

About ACE Money Transfer

ACE Money Transfer is a UK-based multinational fintech headquartered in Manchester, United Kingdom. We provide fast, secure and affordable online remittance services to customers in 29 countries across the UK, Europe, Canada and Australia, and we enable cross-border money transfers to 100+ countries worldwide.

Every day, our platform helps people support their families, pay for education and build better futures across borders. As part of the wider ACE Group, we combine a fast-paced growth culture with strong regulatory standards and a commitment to innovation in digital payments.

At ACE you will work with talented, diverse teams across multiple regions and take real ownership of work that matters. You will also help shape the future of global money movement.

Learn more: ACE Money Transfer Company Profile