Senior Team Lead

3 weeks ago

Chennai, Tamil Nadu, 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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