Team Lead – Operations

ACE Money Transfer


Date: 3 hours ago
City: Remote
Contract type: Full time
Remote
Job Title: Team Lead – Operations

Department: Operations

Reporting To: Assistant Manager – Operations Unit

Company Name: ACE Money Transfer

Location: ACE Tower, GT Road, Kharian, Punjab

Employee Type: Full Time

Key Responsibilities

  • Team Leadership & Supervision:
    • 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
  • Workflow Management & Coordination:
    • 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
  • Process Optimization & Continuous Improvement:
    • 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
  • KPI Monitoring & Reporting:
    • 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)
  • Quality Control & Compliance:
    • 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
  • Problem-Solving & Incident Management:
    • 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
  • Collaboration & Stakeholder Management:
    • 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
  • Reporting & Documentation:
    • 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
  • Other Duties as Assigned:
    • Take on additional tasks as needed by the Departmet Manager or department leadership to support the smooth running of the operations unit
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 a financial services or payments environment
  • 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

ACE Money Transfer Profile: https://acemoneytransfer.com/company-profile

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