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