Job Description – Senior Executive - Operations

About Us

ACE Money Transfer is a UK-based multinational company headquartered in Manchester, United Kingdom. The company provides secure and reliable online remittance services to individuals across 28 countries in the UK, Europe, Canada, and Australia, enabling customers to send money across borders to more than 100 countries worldwide.

Position Details

Job Purpose
 

The Senior Executive – Operations is responsible for ensuring the smooth, accurate, and timely execution of payment and operational activities. The role involves monitoring payment processing, resolving operational issues, managing customer-related payment requests, coordinating with internal teams, and ensuring compliance with defined SLAs, operational procedures, regulatory requirements, and departmental KPIs.

Key Responsibilities
 

• Ensure accurate and timely processing of payments through APIs, FTP, internal systems, and system logs.

• Monitor payment processing activities and proactively identify delays, exceptions, failures, or other operational issues.

• Perform authorized backend payment adjustments and updates to support the timely resolution of customer and transaction-related issues.

• Process payment cancellations accurately and ensure transactions are completed with minimal to zero operational errors.

• Monitor and follow up on support tickets raised by the Customer Experience (CX) team, ensuring timely resolution within defined SLAs.

• Coordinate with relevant departments to investigate and resolve payment-related and operational issues.

• Arrange, verify, and provide proof of payment and supporting documentation for chargeback and dispute-related cases.

• Regularly monitor operational emails and ensure all pending requests and action items are addressed within the required timeframe.

• Monitor recovery transactions and proactively follow up with relevant stakeholders to ensure timely completion.

• Conduct regular system monitoring to identify payment delays, transaction failures, technical issues, or unusual processing patterns.

• Maintain, review, and update the daily Partner Challenge Report and ensure data accuracy.

• Proactively identify operational gaps, recurring issues, and payment-related exceptions and take appropriate corrective action.

• Escalate unresolved, high-risk, or recurring issues to the Operations Specialist or relevant management in a timely manner.

• Ensure operational activities are performed in accordance with company policies, procedures, regulatory requirements, and compliance standards.

• Prepare and maintain regular operational reports, highlighting pending, delayed, or exceptional transactions and required actions.

• Collaborate effectively with internal teams to maintain smooth and efficient day-to-day operations.

• Monitor operational risks and promptly report any issue that may impact payment processing, customer experience, service quality, or business continuity.

• Support process improvement initiatives aimed at increasing efficiency, reducing errors, and improving operational controls.

• Support the team in achieving departmental KPIs, productivity targets, service levels, and quality standards.

• Perform any additional operational duties or assignments delegated by the Operations Specialist, Assistant Manager, or Department Manager.

Key Performance Areas
 

• Payment processing accuracy and timeliness

• SLA adherence and ticket resolution

• Payment cancellation accuracy

• Recovery transaction completion

• Operational issue identification and resolution

• Chargeback and proof-of-payment support

• System and transaction monitoring

• Reporting accuracy and timeliness

• Compliance with operational and regulatory requirements

• Reduction of operational errors and exceptions

• Cross-functional coordination and communication

• Achievement of departmental KPIs

Core Competencies
 

• Strong analytical and problem-solving skills

• High attention to detail and accuracy

• Excellent follow-up and task-management skills

• Strong communication and coordination abilities

• Ability to work under pressure and meet strict deadlines

• Ability to identify risks and escalate issues appropriately

• Good understanding of payment and remittance operations

• Proficiency in operational systems, reports, and data handling

• Strong sense of ownership and accountability

• Ability to work effectively both independently and as part of a team

Compliance & Operational Excellence
 

The Senior Executive – Operations is expected to maintain high standards of accuracy, confidentiality, compliance, and operational discipline while ensuring all assigned activities are completed within defined procedures and service levels.