Team Lead – Operations

About Us:

ACE Money Transfer is a UK-based multinational company headquartered in Manchester, United Kingdom. ACE Money Transfer provides online remittance services to individuals in 28 countries across UK, Europe, Canada, and Australia enabling them to send money across border in over 100 countries.

Key Responsibilities:

• Team Leadership & Supervision:
• Workflow Management & Coordination:
• Process Optimization & Continuous Improvement:
• KPI Monitoring & Reporting:
• Quality Control & Compliance:
• Problem-Solving & Incident Management:
• Collaboration & Stakeholder Management:
• Reporting & Documentation:
• Other Duties as Assigned:
• 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.
• 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.
• 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 Department Manager to implement new strategies, tools, and technologies to improve operations.
• 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).
• 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.
• 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.
• 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.
• 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.
• Take on additional tasks as needed by the Department Manager or department leadership to support the smooth running of the operations unit.ACE Money Transfer: https://acemoneytransfer.com/company-profile