Team Lead – Operations

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OtherTeam Lead

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Quick Summary

Key Responsibilities

Lead and supervise the day-to-day operations of the team, ensuring alignment with company goals and KPIs. Provide guidance, mentorship,

Requirements Summary

Bachelor’s degree in Business Administration, Operations Management, or a related field (or equivalent experience). Proven experience in an operational leadership role,

Technical Tools

OtherTeam Lead

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.