Operations Officer

6 days ago

Lahore, Punjab, Pakistan ACE Union Full time 720,000 - 840,000 per year

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.

Job Type: Full-time

Pay: Rs60, Rs70,000.00 per month

Work Location: In person

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