Sr. Delivery Dispute Analyst

About the Role Protecting Client Restaurant s Bottom Line through monitoring and resolving disputes efficiently Must have understanding of restaurant industry and its third party aggregator eg Uber Eats DoorDash and Grubhub Profile should centralizes all dispute-related tasks into one streamlined dashboard Shall automates the dispute process for orders from platforms like Uber Eats DoorDash and Grubhub allowing to track submit and resolve disputes without the back-and-forth hassle Profile shall have understanding to recover lost revenue faster In case a dispute arises ie Once an issue is flagged Profile shall submits the dispute across all relevant platforms ensuring timely filings and preventing missed deadlines Real-Time Monitoring Provide visibility of progress of each dispute in real-time with updates on recovery amounts and issues resolved Recover Lost Revenue By automating disputes and ensure no revenue is been lost due to discrepancies cancellations or refunds not being properly handled Develop KPIs that no dispute is left unresolved faster and timely dispute is raised within 5 WD recovery TAT and accuracy Depth knowledge of the Dispute Dashboard Dispute Rate Win Rate prioritizing highvalue disputes and complete knowledge of platform s guideline Provide clear accurate evidence for each dispute to increase the likelihood of a favourable resolution Flag Suspicious Customers Be aware of potential fraudulent claims and flag them to avoid further losses Financial reconciliation comparing actual payouts with estimated payouts as well as aligning sales data from your POS system with external platforms like Uber Eats and DoorDash Highlighting any discrepancies in real-time Responsibilities Team Management 5 to 10 team members Client Onboarding Facilitate the seamless onboarding of new clients ensuring all necessary documentation systems access and introductory communication are completed in a timely manner Client Offboarding Manage the structured offboarding process including system deactivation data handover final communication with client Mailbox Management Monitor and manage shared mailbox with a turnaround time of 1 WD prioritizing and responding to critical client communications efficiently Client Connects and Follow-ups Schedule and maintain regular touchpoints with clients to ensure satisfaction resolve issues and follow up on open items Invoice Processing Preparation of invoices in alignment with internal guidelines Invoice Delivery Ensure timely and accurate delivery of invoices to clients and address any related queries or discrepancies Coordination with Infosync Finance Team Act as a liaison between the operational team and Infosync s Finance department for financial data alignment follow-ups and reporting Outlining the status of active and inactive clients along with any pertinent observations Stakeholder Review Deck Preparation Develop and update weekly presentation decks for stakeholder reviews incorporating feedback action items and aligning with strategic goals Special Client Requirements Manage and address unique requirements from key clients and ensuring customized service delivery Knowledge and Experience Essential Proficiency in English language with excellent oral and written communication skills and Experience in Retail Restaurant industry Education Qualification - Bachelor s degree or equivalent experience 6 years of rigorous hands-on experience preferably in a complex fast paced matrix and challenging work environment Results orientated fact-based Confident stakeholder management skills Comprehensive experience with various restaurant aggregator platforms POS Quick to identify risks and collaborate with necessary parties to develop risk mitigation plans An understanding of shared services COE operating models good knowledge of leading practices in shared services e g SLAs KPIs metrics and reporting Proficient in MS Office applications especially in MS excel and PowerPoint Shift Availability Candidates should be available from 7 30 PM IST to 4 30 AM IST with flexibility to support outside of these hours as required Reports To Controller FAO in US and Delivery Dispute Manager India