Lead Chargeback Operations
1 week ago
About the Role:
Senior Team Lead Job OverviewThe Senior Team Lead will oversee 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 Service Level Agreements (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 clients for daily updates, issue resolution, and process alignment.
- Drive process improvement initiatives to increase efficiency and reduce errors.
- Conduct regular team meetings, skip-level meetings, and knowledge refreshers.
- Handle staffing, leave planning, and shift rosters in coordination with workforce teams.
Key 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.
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