Head of Operations

Overview

Job title : Head of Operations

Location : Kharian / Lahore / Islamabad

Full-Time : Senior Leadership Role

About ACE Money Transfer ACE Money Transfer is a UK-based multinational Fintech company, headquartered in Manchester, United Kingdom. We provide fast, secure, and user-friendly online remittance services to customers in 28 countries, including the UK, Europe, Canada, and Australia, enabling them to send money to over 100 countries worldwide. Our mission is to revolutionize the remittance experience through digital innovation, operational excellence, and a strong compliance-first approach. As part of our ambitious growth and digital transformation, we are expanding our leadership team in Pakistan.

Position Overview We are looking for a dynamic, strategic, and experienced Head of Operations to lead and scale our operational teams and systems across multiple geographies. The ideal candidate will have a deep understanding of the remittance / fintech landscape, proven leadership in operations management, and the ability to drive efficiency and excellence across all facets of the business. This critical role reports directly to the CEO (Chief Executive Officer) and works in close partnership with Product, Compliance, Customer Experience, Technology, Finance teams & other teams.

Responsibilities

• Operational Strategy & Leadership – Develop and implement operational strategies aligned with ACE’s global fintech roadmap; Oversee end-to-end operations, including transaction processing, reconciliation, customer service, agent support, disbursement, and partner onboarding; Translate business goals into actionable plans that enhance scalability, efficiency, and compliance
• Team Leadership & Supervision – Lead, mentor, and manage cross-functional operations teams across Kharian, Lahore, and Islamabad; Foster a high-performance team culture emphasizing ownership, accountability, and collaboration; Monitor daily team operations, ensure timely task completion, and uphold quality standards
• Workflow Management & Coordination – Assign and track operational tasks for effective workflow management; Act as a central point of contact for team queries and escalations; Collaborate with departments such as Customer Experience, IT, and Tech Support for cross-functional issue resolution
• Process Optimization & Continuous Improvement – Identify process inefficiencies and lead optimization initiatives using Lean, Agile, or Six Sigma methodologies; Drive automation and digitization efforts in partnership with the Technology team; Standardize SOPs and enforce best practices across the operations team
• KPI Monitoring & Reporting – Track and analyse performance metrics such as SLA adherence, payment processing accuracy, and issue resolution times; Regularly report key performance indicators to senior leadership with insights and action plans; Ensure consistent achievement of service levels and performance goals
• Regulatory & Compliance Alignment – Ensure all operational activities are compliant with internal policies and external regulatory requirements; Liaise with the Compliance and Risk teams to prepare for audits and ensure operational transparency
• Quality Control & Risk Management – Conduct periodic audits of processes to maintain service quality and compliance; Oversee the resolution of payment discrepancies, cancellations, and escalations to ensure customer satisfaction
• Problem-Solving & Incident Management – Serve as the primary escalation point for operational issues; Collaborate with cross-functional teams to resolve system bugs, service disruptions, or payment failures; Maintain oversight of open tickets and incident logs to ensure timely resolution
• Stakeholder Management & Cross-Functional Collaboration – Work closely with Product, Engineering, Finance, Compliance, and Customer Experience to ensure alignment across departments; Manage and strengthen relationships with banks, payment service providers (PSPs), and other external vendors
• Reporting & Documentation – Prepare comprehensive operational reports and dashboards for leadership; Maintain documentation of processes, performance benchmarks, and operational incidents
• Process Automation & Efficiency Gains – Identify operational processes that can benefit from AI-powered automation (e.g., customer support via chatbots, payment reconciliation, fraud detection, document verification); Leverage AI tools to reduce manual workload, improve speed, and enhance accuracy
• Predictive Analytics for Decision-Making – Integrate AI-driven analytics to forecast transaction volumes, detect anomalies in payment patterns, and optimize resource allocation; Use predictive models to proactively address operational bottlenecks and support data-driven strategic planning
• Other Duties – Take on additional responsibilities as assigned by the COO or department leadership to support business needs

Qualifications

Education & Certifications

Experience

Skills & Attributes

Work Location

This role is based in :

Rarely travel between these cities, and occasional international travel may be required.

What We Offer

Learn more about ACE Money Transfer : Company Profile

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