Senior Team Lead

4 weeks ago

Kannur, Kerala, India HCLTech Full time

About the Role: The Senior Team Leader will supervise and lead a team of chargeback analysts, ensuring timely and accurate processing of card disputes in line with Visa/Mastercard and scheme guidelines.

Responsibilities:

  • Supervise and lead a team of chargeback analysts, ensuring timely and accurate processing of card disputes in line with Visa/Mastercard and scheme guidelines.
  • Monitor daily work allocation, productivity, and quality metrics.
  • Act as a point of escalation for complex or high-value chargeback cases.
  • Ensure compliance with client SLAs, internal controls, and regulatory guidelines.
  • Provide regular coaching, feedback, and performance reviews for team members.
  • Prepare and deliver operational reports, trend analysis, and process improvements.
  • Liaise with the Australian client for daily updates, issue resolution, and process alignment.
  • Drive process improvement initiatives to increase efficiency and reduce errors.
  • Conduct regular team huddles, skip-level meetings, and knowledge refreshers.
  • Handle staffing, leave planning, and shift rosters in coordination with workforce teams.

Qualifications:

  • Graduate in any discipline; finance or commerce background preferred.
  • 5–7 years of total experience with at least 3 years in a team-leading role handling chargebacks, disputes, or transaction processing.
  • Strong knowledge of Visa, Mastercard, and EFTPOS dispute rules.
  • Hands-on experience in Australian banking processes is highly preferred.
  • Excellent communication and stakeholder management skills.

Required Skills:

  • Strong understanding of chargeback regulations.
  • Excellent people management skills.
  • Prior exposure to banking or financial services processes.

Preferred Skills:

  • Experience in Australian banking processes.

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