Operations Officer

1 day ago

Lahore, Punjab, Pakistan ACE Money Transfer Full time 1,200,000 - 2,400,000 per year
About Us:

We are a dynamic and fast-growing financial technology group headquartered in Manchester, United Kingdom, with an established presence across the UK, Europe, Canada, Australia, Pakistan, and Bangladesh. Our group, encompassing ACE Money Transfer and ACE Union, operates across two regulated verticals: Electronic Money Services (EMI) and Cross-Border Remittances.

Through our digital platforms, including mobile apps, web portals, and APIs, we deliver a comprehensive range of regulated financial services. These include digital payments, e-wallets, electronic money issuance, prepaid cards, mobile top-ups, bill payments, and international money transfers, designed to serve both individual and business customers in over 100 countries. By leveraging cutting-edge technologies such as AI for fraud detection, automation for seamless transactions, and partnerships with global leaders like Mastercard, we provide secure, user-friendly, and accessible financial solutions that adapt to the evolving needs of a global customer base.

As we scale our EMI and remittance operations amid 2025's fintech landscape—marked by real-time payments, embedded finance, blockchain integration, and sustainability initiatives—we are building a leadership team to drive innovation, regulatory compliance, and excellence across our dual-regulated ecosystem.

Position Summary:
The Operations Officer will support the daily functioning of ACE Union's digital wallet services, focusing on customer issue resolution, card operations, and SLA adherence. This role is essential to ensuring efficient processes, regulatory compliance, and consistently high service standards.

Duties & Job Responsibilities:
  • Resolve Ops and cross-department tickets within SLA to avoid breaches.
  • Maintain and update the Daily Card Sheet accurately and on time.
  • Ensure real-time updates of the Escalation Matrix.
  • Track and resolve Intellicon (partner) issues within defined SLAs.
  • Monitor ticket status and follow up with relevant teams.
  • Contribute to KPI tracking, reporting, and monthly performance reviews.
  • Assist in updating SOPs and improving operational workflows.
Requirements:
  • Fresh graduate with a Bachelor's degree in Business Administration, Operations Management, Finance, or a related field.
  • Basic proficiency in Microsoft Excel and Google Sheets (ability to manage and update daily reports).
  • Understanding of digital products or fintech operations is a plus.
  • Strong written and verbal communication skills.
  • Ability to coordinate effectively with cross-functional teams.
  • Detail-oriented with strong problem-solving skills.
    Capable of tracking issues and following up until resolution.
  • Ability to manage tasks efficiently and meet strict deadlines (especially SLAs).
  • Eagerness to learn operational workflows, SOPs, and compliance standards.
  • Willingness to adapt to a fast-paced and dynamic environment.
  • Collaborative mindset and a proactive attitude toward continuous process improvement.

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