Team Lead - Cards Chargebacks

Job Description:

• Manage end-to-end issuer chargeback and dispute resolution activities.
• Ensure all cases are processed within agreed SLAs and card scheme guidelines (Visa, Mastercard, etc.).
• Monitor daily workflow, queue management, and volume distribution.
• Ensure compliance with banking regulations, client requirements, and internal policies
• Lead, coach, and develop a team of chargeback analysts.
• Conduct regular team huddles, one-on-one meetings, and performance reviews.
• Monitor attendance, utilization, shrinkage, and schedule adherence.
• Ensure adherence to chargeback policies, procedures, and card scheme rules.
• Monitor quality scores and implement improvement plans.
• Conduct root cause analysis for errors, write-offs, and operational risks.
• Support internal and external audits and compliance reviews.
• Prepare daily, weekly, and monthly operational reports.
• Act as the primary escalation point for operational and client-related issues.
• Implement best practices to improve customer experience and operational efficiency.
• Support transition and change management activities.
• Effective communication and stakeholder management skills.
• Proficiency in MIS reporting and operational dashboards (Excel, reporting tools).
• Excellent understanding of SLAs, quality metrics, and compliance requirements.

Qualifications and skills:

• Bachelor's / Master's degree in any field
• Good Analytical Skill
• Attention to detail
• Good communication skills

Experience:

• Minimum of 7-8 years of experience in Cards Chargeback operations
• Minimum 3-4 years in a people management or team leader role.

Behavioral Competencies

• Professional with effective soft skill competencies
• Disciplined and focused, with a result-oriented approach
• Ability to prioritize and handle several tasks (multiple deadlines) at once

Functional Competencies

• Key Responsibilities is to plan, coordinate and execute the activities with excellence
• Conduct regular team meetings and communicate goals and objectives weekly to direct reports
• Record and maintain Business updates/SOPs, and MoM with the stakeholders
• Decision Making
• Take ownership and responsibility
• Flexible and quickly adapts to the changes