Urwah Admin

ACE Money Transfer

<div>
 
 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 borders in over 100 countries.
 
 
 
 Team Lead - Customer Experience
 
 
 
 
 Location
 
 : Lahore, Punjab
 
 
 
 Department
 
 : Customer Experience
 
 
 
 Reporting To
 
 : Assistant Manager - Customer Experience
 
 
 
 Company
 
 : ACE Money Transfer
 
 
 
 Employment Type
 
 : Full-Time
 
 
 
 Work Mode
 
 : On-Site (Monday to Friday)
 
 
 
 Job Summary
 
 :
 
 
 The Team Lead - Customer Experience plays a pivotal role in enhancing ACE Money Transfer's customer engagement across all touchpoints. The position focuses on complaint management, real-time issue resolution, and social reputation management. The role also involves training and development of customer service teams, ensuring strong adherence to KPIs and process excellence.
 
 
 The ideal candidate must possess strong analytical skills and a proven track record in process transformation and workflow optimization.
 
 
 
 Key Responsibilities
 
 :
 
 
 
 Complaint Resolution &amp; Escalation Management
 
 :
 
 
 <ul>
 <li>
 Own the end-to-end lifecycle of critical customer complaints - especially those tied to service failures, compliance risks, or reputational impact
 </li>
 <li>
 Identify recurring complaint themes and collaborate with product, IT, and operations teams to resolve underlying issues
 </li>
 <li>
 Maintain and update a complaints dashboard highlighting trends, resolution time, and escalation rate
 
 
 </li>
 </ul>
 
 Team Leadership &amp; Coaching
 
 :
 
 
 <ul>
 <li>
 Supervise a team of frontline agents managing omnichannel support (voice, email, chat, social)
 </li>
 <li>
 Mentor agents on effective customer communication, especially when dealing with complaints and public interactions
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 <li>
 Conduct regular coaching sessions and provide performance feedback
 </li>
 <li>
 Support new agent onboarding and contribute to ongoing skill development initiatives
 
 
 </li>
 </ul>
 
 Training &amp; Development
 
 :
 
 
 <ul>
 <li>
 Identify skill and knowledge gaps within the team
 </li>
 <li>
 Work with Training and Quality Assurance (QA) teams to design and deliver refresher sessions, particularly around complaint handling, tone management, and brand-safe responses
 </li>
 <li>
 Act as a subject matter expert (SME) in social response strategy and complaint de-escalation
 
 
 </li>
 </ul>
 
 Operational Oversight &amp; Workflow Optimization
 
 :
 
 
 <ul>
 <li>
 Review daily ticket queues to ensure prioritization of high-impact cases
 </li>
 <li>
 Streamline workflows to reduce resolution time and increase first contact resolution (FCR)
 </li>
 <li>
 Collaborate with Workforce Planning to ensure appropriate staffing during peak hours and across social platforms
 
 
 </li>
 </ul>
 
 Reporting &amp; KPI Tracking
 
 :
 
 
 <ul>
 <li>
 Track and analyse KPIs such as CSAT, AHT, FCR, NPS, SLA compliance, and escalation rates
 </li>
 <li>
 Development of reporting by in incorporating Business Intelligence
 </li>
 <li>
 Provide weekly and monthly performance reports with actionable insights
 </li>
 <li>
 Share social sentiment and complaint trends with leadership to drive business improvement
 </li>
 <li>
 Create a feedback loop with Product &amp; Marketing to give them key insights of the customer pain points
 
 
 </li>
 </ul>
 
 Complaint Management
 
 :
 
 
 <ul>
 <li>
 Ensure all complaints are handled as per the procedure laid out on complaint management
 </li>
 <li>
 Oversee and ensure timely, professional, and brand-aligned resolution of issues raised in public forums
 </li>
 <li>
 Escalate complex or sensitive complaints appropriately and ensure root cause analysis and closure
 </li>
 <li>
 Coordinate with Marketing and Compliance to align tone and language with brand and regulatory requirements
 
 
 </li>
 </ul>
 
 Process Transformation &amp; Analytics
 
 :
 
 
 <ul>
 <li>
 Analyse existing CX processes to identify inefficiencies, bottlenecks, and improvement opportunities
 </li>
 <li>
 Design and implement process enhancements, best practices, and innovative solutions to optimize team performance and operational efficiency
 </li>
 <li>
 Collaborate with the Assistant Manager to deploy new strategies, tools, and technologies that elevate overall CX operations and customer satisfaction
 
 
 </li>
 </ul>
 
 Qualifications
 
 :
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in business administration, Marketing, or a related field
 </li>
 <li>
 3-5 years of experience in customer service leadership roles
 </li>
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 Strong knowledge of CRM systems, complaint management, and analytics tools
 </li>
 <li>
 Excellent communication and coaching skills
 </li>
 <li>
 Demonstrated experience in process transformation and performance optimization
 
 
 </li>
 </ul>
 ACE Money Transfer Profile: https://acemoneytransfer.com/company-profile
 
 
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Team Lead - Customer Xperience

About UsACE Money Transfer is a trusted leader in global remittance services, enabling secure, fast, and affordable money transfers to over 100 countries worldwide. With a strong focus on transparency, regulatory compliance, and customer satisfaction, ACE serves millions of customers who rely on its platform for safe cross-border payments every day.Job SummaryThe Team Lead &ndash; Operations is responsible for leading daily operational activities, ensuring process efficiency, and maintaining compliance with company standards. The role demands expertise in workflow management, stakeholder coordination, and continuous process improvement. The candidate must also demonstrate strong analytical skills and the ability to drive process transformation initiatives that enhance operational efficiency.Key Responsibilities: Team Leadership &amp; Supervision:<ul><li>Lead and supervise the day-to-day operations of the team, ensuring alignment with company goals and KPIs.</li><li>Provide guidance, mentorship, and training to team members to optimize their performance and productivity.</li><li>Monitor and support the team's work, ensuring that tasks are completed on time and meet quality standards.</li></ul>Workflow Management &amp; Coordination:<ul><li>Manage and assign operational tasks effectively to team members to ensure smooth and efficient workflow.</li><li>Act as the point of contact for team members, resolving queries and issues on time.</li><li>Collaborate with other departments (e.g., Customer Experience, IT, and Technical Teams) to ensure smooth operations and quick issue resolution.</li></ul>Process Optimization &amp; Continuous Improvement:<ul><li>Identify inefficiencies or gaps in current operational processes and provide solutions to streamline workflows.</li><li>Implement best practices and innovative approaches to enhance the overall team performance and efficiency.</li><li>Work closely with the Assistant Manager to implement new strategies, tools, and technologies to improve operations.</li></ul>KPI Monitoring &amp; Reporting:<ul><li>Oversee the tracking and analysis of team KPIs (e.g., payment processing accuracy, SLA adherence, issue resolution times).</li><li>Regularly report team performance to the Assistant Manager, identifying areas for improvement and providing suggestions for action.</li><li>Ensure the team consistently meets or exceeds performance targets and service level agreements (SLAs).</li></ul>Quality Control &amp; Compliance:<ul><li>Monitor and ensure that all team activities comply with internal standards and external regulations.</li><li>Conduct regular audits of operational processes to ensure the accuracy, compliance, and quality of work.</li><li>Oversee the resolution of any payment discrepancies, cancellations, or issues to ensure customer satisfaction.</li></ul>Problem-Solving &amp; Incident Management:<ul><li>​​​​​​​Act as the primary escalation point for resolving any operational challenges or issues that arise.</li><li>Work with cross-functional teams to address and resolve system bugs, payment failures, or service interruptions promptly.</li><li>Track, manage, and follow up on open tickets and incidents, ensuring timely resolution.</li></ul>Collaboration &amp; Stakeholder Management:<ul><li>Maintain and strengthen relationships with external partners, including Banks, Payment Service Providers (PSPs), and vendors, to ensure optimal operational performance.</li><li>Collaborate with other departments (e.g., IT, CX, Finance) to address cross-departmental challenges and improve the customer experience.</li></ul>Reporting &amp; Documentation:<ul><li>Prepare and present regular reports on team performance, operational efficiency, and areas for improvement.</li><li>Document key operational procedures, best practices, and any issues faced to ensure consistency in team operations.</li></ul>Other Duties as Assigned:<ul><li>​​​​​​​Take on additional tasks as needed by the Department Manager or department leadership to support the smooth running of the operations unit.</li></ul>Qualifications:<ul><li>Bachelor&rsquo;s degree in business administration, Operations Management, or related field.</li><li>​​​​​​​Proven experience in a leadership role within financial services or payments operations</li><li>​​​​​​​Strong understanding of payment systems, SLAs, and KPI tracking.</li><li>​​​​​​​​​​​​​​Demonstrated capability in process optimization and data-driven decision making.</li><li>​​​​​​​Excellent leadership, analytical, and problem-solving skills.</li><li>Proficiency in Microsoft Office Suite and data reporting tools.</li></ul>ACE Money Transfer Profile: https://acemoneytransfer.com/company-profileWork Location: In person

Team Lead – Operations

About UsACE 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 the UK, Europe, Canada, and Australia, enabling customers to send money across borders to over 100 countries.Internship OverviewWe are offering an entry-level QA Automation Internship for candidates who want hands-on exposure to software quality assurance and test automation for both web and mobile applications. As a QA Automation Intern, you will learn how to design, develop, and maintain automated test suites using Cypress (web) and gain exposure to Appium (mobile), while also supporting manual testing activities where needed.You will work closely with an Agile product team and QA mentors to build strong foundations in quality engineering, testing methodologies, defect reporting, and CI/CD integration. High-performing interns may be considered for a full-time role based on performance and business requirements.What You'll Do<ul><li>Assist in developing and maintaining automated test scripts for web applications (Cypress).</li><li>Gain exposure and contribute to mobile automation using Appium for iOS/Android (as per project needs).</li><li>Help organize test suites for maintainability and reusability under team guidance.</li><li>Support creation and execution of test plans, test cases, and test data to validate business and technical requirements.</li><li>Perform manual testing for exploratory testing and new feature validation where automation is not yet available.</li><li>Support integration of automated tests into CI/CD pipelines (e.g., Jenkins, GitLab CI, Azure DevOps) under supervision.</li><li>Participate in functional, regression, integration, and basic API testing activities.</li><li>Collaborate with developers and product teams to improve test coverage and ensure quality outcomes.</li><li>Report, track, and retest defects using Jira (or similar tools).</li><li>Participate in Agile ceremonies such as stand-ups, sprint planning, and retrospectives.</li><li>Contribute to improvements in the QA automation framework focusing on scalability, readability, and maintainability.</li></ul>Internship Requirements (Entry-Level)<ul><li>Bachelor&rsquo;s degree (completed or in progress) in Computer Science, Software Engineering, or a related field.</li><li>Understanding of software testing fundamentals and SDLC/STLC concepts.</li><li>Basic familiarity with Cypress (JavaScript/TypeScript) through coursework, internships, or personal projects.</li><li>Interest in learning mobile automation with Appium (prior exposure is a plus, not mandatory).</li><li>Basic understanding of API testing (e.g., Postman) is preferred.</li><li>Familiarity with Git/version control is a plus.</li><li>Strong analytical thinking, attention to detail, and communication skills.</li><li>A learning mindset and willingness to work in an Agile team environment.</li></ul>ACE Money Transfer Profile:https://acemoneytransfer.com/company-profileWork Location: In person

SQA Intern

Company OverviewACE Money Transfer is seeking a creative and driven Employer Branding Officer to strengthen our position as an employer of choice. This role focuses on building a compelling employer brand that resonates with current and prospective talent. You will work closely with HR, Marketing, and key internal stakeholders to design and deliver impactful employer branding initiatives that support talent acquisition and retention goals.Key Responsibilities<ul><li>Design, implement, and manage employer branding initiatives that align with ACE Money Transfer&rsquo;s mission, culture, and long-term business strategy.</li><li>Develop high-quality, engaging employer brand content for digital platforms including social media, career pages, job portals, and recruitment campaigns.</li><li>Enhance the candidate journey by ensuring consistent, authentic, and engaging employer messaging across all recruitment touchpoints.</li><li>Maintain and grow ACE Money Transfer&rsquo;s presence on employer branding platforms, social networks, and professional communities.</li><li>Partner with employees and leadership to promote internal storytelling and encourage employee advocacy programs.</li><li>Build and maintain relationships with universities, professional bodies, and industry partners to strengthen talent pipelines and employer visibility.</li><li>Organize and support employer branding activities such as career fairs, campus drives, open houses, and internal engagement initiatives.</li><li>Monitor employer brand performance through analytics, feedback, and market insights to continuously improve branding efforts.</li><li>Prepare reports, dashboards, and recommendations for management based on employer branding KPIs and campaign outcomes.</li></ul>Key Skills &amp; Competencies<ul><li>Strong understanding of employer branding, talent marketing, and recruitment trends.</li><li>Excellent written and verbal communication skills.</li><li>Creative mindset with the ability to translate company culture into compelling narratives.</li><li>Experience managing social media platforms and digital content for employer branding.</li><li>Strong collaboration and stakeholder management skills.</li><li>Analytical approach with the ability to interpret data and measure impact.</li></ul>ACE Money Transfer Profile: https://acemoneytransfer.com/company-profileWork Location: In person

Employer Branding Officer

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 borders in over 100 countries.Role Overview:The Compliance Executive/Officer is responsible for ensuring secure, compliant, and efficient transaction processing. The role involves reviewing flagged transactions, performing compliance checks, and escalating suspicious or high-value cases where required. They engage directly with customers to resolve compliance queries through outbound calls and support retention by ensuring timely resolution. They collaborate with CX, Sales, and Compliance teams to manage escalations, respond to inquiries, and maintain service quality.Job Responsibilities:Transaction Monitoring:<ul><li>Review live transactions flagged with failed transaction monitoring rules.</li><li>Perform compliance checks before approving in-process transactions.</li><li>Request additional documentation when details are insufficient.</li><li>Identify suspicious activity and submit Suspicious Activity Reports.</li></ul>Customer Interaction:<ul><li>Engage with customers through arranging Outbound Calls, whose transactions are under compliance review to resolve compliance queries promptly.</li><li>Support customer retention through proactive communication and timely resolution of compliance requirements.</li><li>Respond to customer inquiries via Web Complaints.</li></ul>Skills &amp; Qualifications:Education: Bachelor&rsquo;s degree in Finance, Law, Business Administration, or related field. Entry Level: Entry-level / Fresh graduate Communication: Clear and professional verbal and written communication.ACE Money Transfer Profile: https://acemoneytransfer.com/company-profileWork Location: In person

Compliance Officer/Executive

<div>
 
 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 borders in over 100 countries.
 
 
 We are looking for a motivated and detail-oriented
 
 IT Support Intern
 
 to join our IT team. The ideal candidate will assist in delivering technical support, troubleshooting hardware and software issues, and logging incidents through the IT Helpdesk system to ensure smooth day-to-day operations. This role offers an excellent opportunity to gain hands-on experience in a professional IT environment and to develop strong technical and problem-solving skills.
 
 
 
 Key Responsibilities:
 
 
 
 <ul>
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 Provide first-level technical support to end-users through in-person assistance, email, and remote support tools
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 Diagnose, troubleshoot, and resolve hardware, software, and network-related issues
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 Assist in the setup, configuration, and maintenance of desktops, laptops, printers, and other IT peripherals
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 Support user account management, including password resets and access requests, using Active Directory or similar systems
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 Install, configure, and update software applications in accordance with company policies
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 Log, track, and update incidents and service requests on the company Helpdesk portal
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 Ensure compliance with IT policies, procedures, and information security standards
 
 
 </li>
 </ul>
 
 Required Skills &amp; Qualifications:
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Information Technology, Computer Science, or a related field
 </li>
 <li>
 Basic knowledge of Windows and macOS operating systems and IT support/helpdesk processes
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 Familiarity with networking fundamentals, including LAN, IP addressing, routers, and switches
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 Understanding of Microsoft applications
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 Strong problem-solving, analytical, and communication skills
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 Ability to work collaboratively in a fast-paced environment
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 Eagerness to learn new technologies and take initiative in resolving technical challenges
 
 
 </li>
 </ul>
 ACE Money Transfer Profile: https://acemoneytransfer.com/company-profile
 
 
 Powered by JazzHR
 
 
 AcZPSKp32f
</div>

IT Support Intern

Join ACE Money Transfer and explore 6   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.