Senior Manager - Chargebacks

Job Summary :

We are seeking an experienced and detail-oriented Chargebacks Manager to lead and manage the end-to-end chargeback process. This role is responsible for overseeing chargeback dispute handling, ensuring compliance with network rules (e.g., Visa, MasterCard), and minimizing financial exposure due to fraud or customer disputes.

Key Responsibilities :

• Oversee the chargeback lifecycle including representment, arbitration, and dispute resolution.
• Lead and manage a team of chargeback analysts / specialists.
• Analyze chargeback trends to identify root causes, implement preventive actions, and reduce volume.
• Ensure compliance with card network regulations (Visa / MasterCard / Amex / UPI / RuPay).
• Monitor key performance metrics like chargeback ratio, win / loss rate, and aging.
• Act as point of contact for internal teams (Risk, Finance, Legal, Compliance) and external stakeholders (processors, acquiring banks, card networks).
• Create and maintain SOPs, training manuals, and dispute-handling guidelines.
• Handle escalated cases, high-value disputes, or regulatory inquiries.
• Train and mentor team members on best practices and updates in rules.
• Implement automation or system enhancements to improve workflow efficiency.

Requirements :

Preferred Skills :