Team Lead – Operations

About Us

ACE Money Transfer is a trusted leader in global remittance services, enabling secure, fast, and affordable money transfers to over 100 countries worldwide. With a strong focus on transparency, regulatory compliance, and customer satisfaction, ACE serves millions of customers who rely on its platform for safe cross-border payments every day.

Job Summary

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 on time.
• 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 Department Manager or department leadership to support the smooth running of the operations unit.

Qualifications:

• Bachelor’s degree in business administration, Operations Management, or related field.

• ​​​​​​​Proven experience in a leadership role within financial services or payments operations

• ​​​​​​​Strong understanding of payment systems, SLAs, and KPI tracking. 

• ​​​​​​​​​​​​​​Demonstrated capability in process optimization and data-driven decision making. 

• ​​​​​​​Excellent leadership, analytical, and problem-solving skills. 

• Proficiency in Microsoft Office Suite and data reporting tools.