Delivery Dispute Manager

About the Organisation:

InfoSync Services is a trusted partner for multi-unit franchisees and franchisors, particularly in the restaurant sector. Its services—spanning outsourced accounting, payroll, and financial reporting—have consistently enabled businesses to reduce operational costs and streamline core processes. As part of CogentHub, InfoSync gains access to expanded capabilities designed to address evolving client needs on a global scale and commitment to innovation and technology solutions.

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.
• Dispute Delivery Manager 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 Working Days, recovery TAT and accuracy.
• Depth knowledge of the Dispute Dashboard, Dispute Rate & Win Rate , prioritising high value disputes and complete knowledge of platform's guideline.
• Provide clear, accurate evidence for each dispute to increase the likelihood of a favourable resolution. 

Key Responsibilities:

• Team Management : 8 to 15 team of delivery dispute Analyst. 
• 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 Off-boarding: Manage the structured off-boarding 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 touch points 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 Finance Team: Act as a liaison between the operational team and 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.
• 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

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.
• 8+ 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 Vice President FAO India