Job description

Delivery Manager - Dispute Charge back operations Candidate expectation: o 12+ years overall and 10+ years of experience in Banking and Cards Disputes, chargebacks and Arbitration process o Holds good understanding of Disputes Management Knowledge on VISA operating rules and chargeback guidelines. Flexibility to work in any shift as needed Expert understanding Disputes management Strong knowledge in Cards Fraud, Disputes and Arbitration Excellent Data entry, Strong Verbal, written, Analytical skills Good team & process management skills Good MS Excel skills JD To manage the client expectations, by proactively engaging in calls/ discussions to understand the process requirement, planning out the work allocation plan, ensure timely completion and submission of tasks. Typical Job Duties: SLA Tracking & Cut-off Tracking Hold daily meetings with the Onshore Service Manager to discuss the workflow and the previous day?s reports Quality monitoring Be able to analyze and take appropriate decisions Be familiar with the required process documentation Be able to lead large teams of 200+ FTEs Be willing to shoulder additional responsibilities on their own Have good working knowledge on Microsoft tools (Excel, Outlook and MS Word) Coordinate with business and other internal units for any one-time tasks or projects Be well versed with risk assessment and audit documentation Proactively manage client expectation Coordinate with client vendors for normal BAU activities. Escalate / flag issues appropriately

Skills Required

Key Skills

• CARDS
• CHARGEBACK
• DISPUTES

Other Information