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 :

Bachelor’s degree in Finance, Business, or a related field (Master’s preferred).

10+ years of experience in chargeback management or payment operations.

In-depth knowledge of card network rules, chargeback reason codes, and dispute management platforms.

Hands-on experience with tools like Ethoca, Verifi, chargeback portals (e.g., Visa Resolve Online).

Strong analytical, communication, and leadership skills.

Ability to work under pressure and manage tight deadlines.

Proficiency in MS Excel, data analysis, and reporting dashboards.

Preferred Skills :

Experience working with e-commerce, fintech, or banking institutions.

Familiarity with fraud prevention tools (3DS, fraud scoring).

Knowledge of regulatory frameworks such as PCI DSS, GDPR, etc.