Head of Operations

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• Conduct periodic audits of processes to maintain service quality and compliance.
• Oversee the resolution of payment discrepancies, cancellations, and escalations to ensure customer satisfaction.

• 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.

• 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.

• Prepare comprehensive operational reports and dashboards for leadership.
• Maintain documentation of processes, performance benchmarks, and operational incidents.

• Take on additional responsibilities as assigned by the COO or department leadership to support business needs.

• Bachelor’s degree in Business Administration, Operations, Engineering, or related field.
• MBA or equivalent Master’s degree preferred.
• Certifications in Lean Six Sigma, PMP, Agile, or related frameworks are a strong plus.

• Minimum 10 years of progressive experience in operations within fintech, remittance, banking, or payment sectors.
• At least 3–5 years in a senior leadership position managing large operational teams.
• Proven experience in digital transformation, automation, and process scaling.

• Strong leadership, communication, and problem-solving skills.
• Highly analytical with hands-on experience in data-driven decision-making.
• Proficient in ERP systems, CRM platforms, and analytics tools (e.g., Power BI, Tableau).
• Able to perform under pressure in a fast-paced, multicultural, and growing fintech environment.

• Kharian
• Lahore
• Islamabad

• Competitive market salary.
• Health and medical coverage.
• Annual bonuses and rewards.
• Global exposure and leadership development opportunities.
• A fast-paced, inclusive, and growth-oriented work environment.

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