Team Lead – Operations

Location

Lahore, Punjab

Type

Full-time

Department

Operations

Seniority

Lead

Closing date

Today

Source

ApplyToJob

Description

Job Title: Team Lead – Operations
Department: Operations
Reporting To: Assistant Manager – Operations Unit
Company Name: ACE Money Transfer
Location: MM Alam Road, Lahore.
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

Skills