1. About the Role

ACE Money Transfer is looking for an experienced Manager – Payment Operations to own the end-to-end performance of our pay-in and pay-out processing. You will also lead the department's shift from manual, exception-driven handling to a systemised, automated operating model.

The role sits between the Head of Operations, to whom it reports, and the Assistant Manager – Payment Operations, whom it manages. You will turn operational strategy into process and system improvements that can actually be delivered. Under your direction, the Assistant Manager will keep owning day-to-day transaction execution and team supervision.

This is a hands-on transformation role. You will set the automation roadmap, drive fixes through to deployment with Tech, and hold the department to clear, measurable performance standards. Your work will directly improve how reliably and efficiently our customers' money moves across borders.

2. Responsibilities

Systems Improvement & Automation

• Own the roadmap for reducing reliance on manual processing across pay-in and pay-out workflows. Identify candidates for automation and drive them through to deployment with IT/Tech.
• Define and prioritise system enhancement requests, such as routing logic, reconciliation tooling and exception handling, based on volume, risk and recurring incident patterns.
• Design and maintain Standard Operating Procedures (SOPs) that describe the automated, target-state process, and retire manual workarounds once each process is systemised.
• Assign every automation initiative a named owner and a committed go-live date, and report status and slippage openly.

Pay-in / Pay-out Operations Oversight

• Hold overall accountability for pay-in and pay-out processing performance, including success rates, processing time, reconciliation accuracy and cancellation rates.
• Oversee manual processing queues directly, making sure SLAs are met and aged, or exception cases are escalated cleanly.
• Review root-cause analysis on recurring failures, such as bank/PSP declines, routing errors and reconciliation breaks, and make sure fixes are implemented, not just logged.
• Own incident response for payment operations issues, such as misrouted payouts and gateway disruptions, including reporting to the CEO and leadership where required.

Team Leadership

• Manage and develop the Assistant Manager – Payment Operations: set objectives, review performance and hold them accountable for execution-level KPIs.
• Give technical and process guidance across the wider Payment Operations team, and keep standards consistent across shifts and locations.
• Identify capability gaps and build training plans covering new systems, automation tools and updated processes.

Stakeholder & Vendor Management

• Maintain working relationships with banks, PSPs and payout partners to resolve systemic issues and negotiate operational improvements.
• Oversee third-party vendor performance against SLAs, and escalate and remediate persistent underperformance.
• Coordinate with Compliance, Tech and Customer Experience on cross-functional fixes that affect payment operations.

Reporting & Governance

• Produce and own daily, weekly and monthly reports for the Head of Operations on payment operations KPIs, automation progress and incident status.
• Make sure all payment operations activity, both manual and automated, complies with internal standards and external regulatory requirements.
• Support audit readiness with accurate, evidenced process documentation.

3. Requirements

Qualifications & Experience

• Bachelor's degree in Business Administration, Finance, Technology, Operations Management or a related field.
• 6–8+ years in payment operations within fintech, remittance, banking or digital payments.
• Proven experience managing pay-in and pay-out operations at scale, including transaction processing, reconciliation, payment failures and exception management.
• Strong understanding of payment rails, bank/PSP integrations, payment gateways and reconciliation processes.
• Demonstrated experience leading process automation, system improvement and operational transformation projects, beyond simply working within existing systems.
• Prior people management experience, ideally including a supervisor- or assistant-manager-level direct report.
• Experience working with Technology, Compliance, Customer Experience and external payment partners to deliver operational improvements.
• Comfortable scoping automation and system-improvement requirements and working directly with IT/Tech to deliver them.
• Preferred: knowledge of operational controls, risk management and regulatory compliance in financial services or payments.

Soft Skills & Leadership

• Data-driven decision-making: comfortable owning KPI reporting, root-cause analysis and data-based improvements.
• Structured communication: reports to senior leadership with exact status, named owners and dates rather than general updates.
• Stakeholder management: builds productive relationships with banks, PSPs, vendors and internal teams, and can negotiate improvements.
• Ownership and accountability: makes sure fixes are delivered rather than logged, and holds self and team to committed dates.
• People leadership: sets clear objectives, develops direct reports and builds team capability on new systems and processes.
• Transformation mindset: challenges manual workarounds and drives the move to a systemised, automated model.
• Composure under pressure: leads incident response calmly and communicates clearly with leadership.

4. Job Details

• Location: Lahore, Pakistan
• Job Type: Onsite
• Working Hours / Shift: 01:00 PM to 10:00 PM PKT
• Department: Payment Operations

5. About ACE Money Transfer

ACE Money Transfer is a UK-based multinational fintech headquartered in Manchester, United Kingdom. We provide fast, secure and affordable online remittance services to customers in 29 countries across the UK, Europe, Canada and Australia, and we enable cross-border money transfers to 100+ countries worldwide.

Every day, our platform helps people support their families, pay for education and build better futures across borders. As part of the wider ACE Group, we combine a fast-paced growth culture with strong regulatory standards and a commitment to innovation in digital payments.

At ACE, you will work with talented, diverse teams across multiple regions and take real ownership of work that matters. You will also help shape the future of global money movement.

Learn more: ACE Money Transfer Company Profile