AVP-Chargeback / Dispute Management

Work Model: Work from office

Candidate Expectation

• Total work experience of 18+ years of experience in Banking and Cards domain with hands on experience in Dispute and Fraud Management
• Minimum Bachelor s degree (preferably in a Business/Finance/Accounting related field) with a Masters or Domain Certification Preferred candidate Industry: Outsourcing/BPO/KPO/Management consulting/GCC/GBS

Job Description:

• Experienced Cards Disputes &; Fraud Operations Leader with strong expertise in Credit/Debit Card Disputes, Chargebacks, Fraud Management, and International BPS Operations.
• The candidate will be responsible for end-to-end operations, client management, team leadership, compliance, and process transformation.

Roles and Responsibilities:

• 18+ years of BFSI/Banking experience with strong Cards domain expertise.
• 10+ years of team/people management, preferably managing 100+ FTEs.
• Hands-on experience in Cards Disputes/Chargebacks.
• Strong expertise in Visa/Mastercard, Fraud &; Dispute Management.
• Experience in International BPS/BPO Operations.
• Manage end-to-end Credit &; Debit Card Disputes and Chargeback Operations.
• Strong knowledge of Visa &; Mastercard dispute/chargeback rules.
• Handle Fraud &; Non-Fraud Disputes, Representment, Pre-Arbitration, Arbitration, and Investigations.
• Lead Fraud Prevention, Transaction Monitoring, and Risk Mitigation activities.
• Manage large teams of 100+ members and develop leadership capabilities.
• Drive SLA, KPI, Quality, Productivity, and TAT performance.
• Manage client relationships, stakeholder expectations, escalations, and governance.
• Identify and drive process improvement, transformation, automation, and cost-efficiency initiatives.
• Ensure compliance with Visa/Mastercard regulations, PCI DSS, AML/KYC, and applicable regulatory requirements.
• Provide thought leadership and strategic direction for Cards Operations.
• Excellent Client &; Stakeholder Management skills.
• Strong communication, analytical, problem-solving, and presentation skills.
• Proficiency in MS Excel and PowerPoint.
• Willingness to work in US/night shifts.

Key skills:

• Cards Dispute Management, Chargeback Operations, Credit Card Disputes, Debit Card Disputes, Fraud Management, Visa Mastercard Disputes, Card Operations, Pre-Arbitration, BFSI Operations, Dispute Resolution, Fraud Investigation, Payment, Merchant, Visa Chargeback, Mastercard Dispute, Cards Servicing.
• Acquiring, Issuing, Visa, Mastercard, Settlement, Reconciliation