Team Lead - Customer Xperience

About Us:

ACE Money Transfer is a UK-based multinational company headquartered in Manchester, United Kingdom. ACE Money Transfer provides online remittance services to individuals in 29 countries across UK, Europe, Canada, and Australia, enabling them to send money across borders in over 100 countries.

Team Lead - Customer Experience

Location: Lahore, Punjab 
Department: Customer Experience 
Reporting To: Assistant Manager - Customer Experience 
Company: ACE Money Transfer 
Employment Type: Full-Time 
Work Mode: On-Site
 

Job Summary:

The Team Lead - Customer Experience plays a pivotal role in enhancing ACE Money Transfer's customer engagement across all touchpoints. The position focuses on complaint management, real-time issue resolution, and social reputation management. The role also involves training and development of customer service teams, ensuring strong adherence to KPIs and process excellence.

The ideal candidate must possess strong analytical skills and a proven track record in process transformation and workflow optimization.
 

Key Responsibilities:

Complaint Resolution & Escalation Management:

• Own the end-to-end lifecycle of critical customer complaints - especially those tied to service failures, compliance risks, or reputational impact.
• Identify recurring complaint themes and collaborate with product, IT, and operations teams to resolve underlying issues.
• Maintain and update a complaints dashboard highlighting trends, resolution time, and escalation rate.

Team Leadership & Coaching:

• Supervise a team of frontline agents managing omnichannel support (voice, email, chat, social).
• Mentor agents on effective customer communication, especially when dealing with complaints and public interactions.
• Conduct regular coaching sessions and provide performance feedback.
• Support new agent onboarding and contribute to ongoing skill development initiatives.

Training & Development:

• Identify skill and knowledge gaps within the team.
• Work with Training and Quality Assurance (QA) teams to design and deliver refresher sessions, particularly around complaint handling, tone management, and brand-safe responses.
• Act as a subject matter expert (SME) in social response strategy and complaint de-escalation.

Operational Oversight & Workflow Optimization:

• Review daily ticket queues to ensure prioritization of high-impact cases.
• Streamline workflows to reduce resolution time and increase first contact resolution (FCR).
• Collaborate with Workforce Planning to ensure appropriate staffing during peak hours and across social platforms.

Reporting & KPI Tracking:

• Track and analyse KPIs such as CSAT, AHT, FCR, NPS, SLA compliance, and escalation rates.
• Development of reporting by in incorporating Business Intelligence.
• Provide weekly and monthly performance reports with actionable insights.
• Share social sentiment and complaint trends with leadership to drive business improvement.
• Create a feedback loop with Product & Marketing to give them key insights of the customer pain points.

Complaint Management:

• Ensure all complaints are handled as per the procedure laid out on complaint management.
• Oversee and ensure timely, professional, and brand-aligned resolution of issues raised in public forums.
• Escalate complex or sensitive complaints appropriately and ensure root cause analysis and closure.
• Coordinate with Marketing and Compliance to align tone and language with brand and regulatory requirements

Process Transformation & Analytics:

• Analyse existing CX processes to identify inefficiencies, bottlenecks, and improvement opportunities.
• Design and implement process enhancements, best practices, and innovative solutions to optimize team performance and operational efficiency.
• Collaborate with the Assistant Manager to deploy new strategies, tools, and technologies that elevate overall CX operations and customer satisfaction.

Qualifications:

• Bachelor’s degree in business administration, Marketing, or a related field. 
• 3-5 years of experience in customer service leadership roles. 
• Strong knowledge of CRM systems, complaint management, and analytics tools. 
• Excellent communication and coaching skills. 
• Demonstrated experience in process transformation and performance optimization.

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