Payout Optimizer - Operations

Job TitlePayout OptimizerDepartmentPayout OperationsReporting ToTeam LeadCompany NameACE Money TransferLocationLahore, PakistanEmployment TypeFull-Time

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 29 countries across the UK, Europe, Canada, and Australia, enabling them to send money across borders in over 100 countries

Job Purpose

The Payout Optimizer is responsible for the end-to-end health of ACE's payout ecosystem — ensuring transactions are validated, routed, and settled with partners accurately, on time, and within SLA. The role owns first-line detection and resolution of payout-related issues (bank/wallet validation failures, API, SLA breaches, and payout partner-side disruptions), and works closely with the Payout Strategist, IT, and Customer Experience to keep payout performance stable, transparent, and continuously improving.

Key Responsibilities

Payout Monitoring & Issue Resolution

• Monitor live payout performance across all corridors and partners; proactively identify and flag anomalies, delays, or failure spikes before they escalate
• Take ownership of payout exceptions end-to-end — investigate root cause, coordinate the fix, and confirm resolution rather than just logging the issue
• Conduct detailed root cause analysis for failed or delayed payments and implement corrective actions to prevent recurrence
• Investigate and resolve technical or operational issues affecting payout performance across APIs channels, and internal systems
• Ensure all payouts are processed within the Service Level Agreements (SLAs) agreed with partners; escalate breaches with supporting data
• Perform upfront validation of bank accounts and wallet accounts across corridors to minimize transaction failure rates
• Reconcile gateway and BI-reported figures periodically; flag and follow up on discrepancies until closed
• Coordinate with the Payout Strategist on new product proposals, end-to-end testing, and smooth go-live execution
• Liaise with payout partners, banks, and internal IT/Product/R&D teams to troubleshoot transaction failures and update partner APIs
• Address payout-related customer service escalations raised via CX in a timely and effective manner, with a clear resolution path
• Communicate product changes and new product launches to all relevant teams and the CX Department, including formal email announcements
• Regularly review existing payout products/partners to identify recurring issues and drive necessary enhancements
• Identify inefficiencies in the payout process and propose workflow improvements; support automation of manual steps
• Maintain complete and current documentation for all payout partners, including product details and integration specifications
• Support training of internal teams on updated payout workflows, tools, and partner requirements
• Participate in cross-functional projects aimed at strengthening payment infrastructure and payout resilience
• Prepare and submit a monthly performance report covering key KPIs and partner-related challenges to the Team Lead by the 5th of each month, for consolidation and onward reporting to the Manager
• Maintain an issue/exception log with clear status, ownership, and closure timelines for management visibility
• Undertake any additional tasks or responsibilities assigned by the Head/Manager
  
  

• Bachelor's degree in Business, Finance, IT, or a related field
• 1–2 years of experience in payment/payout operations, fintech, banking, or remittance operations
• Strong analytical and root-cause investigation skills; comfortable working with transaction-level data in Excel
• Working understanding of payment gateways, APIs, and bank/wallet payout rails is a strong plus
• Excellent coordination skills — able to work confidently with IT, partners, and CX under time pressure
• Strong written communication for partner correspondence, issue documentation, and management reporting
• High ownership mentality — follows issues through to closure rather than handing them off
  
  

• Payout success rate / transaction failure rate by corridor and partner
• SLA adherence for partner payouts
• Average time-to-resolution for payout exceptions and escalations
• Reconciliation accuracy between gateway and BI figures
• Timeliness and quality of monthly KPI reporting