YQM-229 - Operations Supervisor I

YQM-229 - Operations Supervisor I

05 Jun
FIS Global Business Solutions India Private Limited

05 Jun

FIS Global Business Solutions India Private Limited


Job Profile

Job Description :

Position Type :

Full time

Type Of Hire :

Experienced relevant combo of work and education

Education Desired :

Bachelor's Degree

Travel Percentage :



Supervises and coaches staff to ensure all duties are performed and completed in an accurate and timely manner.

Assists staff with inquiries from external clients and other FIS departments. Resolves escalated issues for team.

Compiles and analyzes dispute data to monitor department statistics and provide reports to management.

Maintains extensive knowledge of Visa and MasterCard rules, federal regulations and internal systems.

Ensures deadlines are met and reallocates workloads as appropriate.

Works with manager to establish service and quality standards and ensures these are met.

assist manager with budgeting and financial forecasting for department.

Coaches team on setting goals, and conducts employee performance reviews.

Works with management to make personnel changes.

Addresses disciplinary issues with staff and escalates to management as needed.

Approves timecards, overtime and time off requests.

Monitors and implements procedural and system changes affecting the department.

Trains new and experienced staff on procedures and systems.

Assists with sales to new clients.

Other related duties assigned as needed.


High school diploma or GED


Considerable knowledge of the credit card operations environment

Considerable knowledge of dispute resolution processing procedures

Knowledge of Visa/MasterCard operating rules and regulations and federal and state regulations

Knowledge of processes and procedures that affect credit, debit and pre-paid debit dispute processing

Knowledge of MS Office software, such as Word, Excel and Access database

Knowledge of Visa/MasterCard interchange qualification processing and pricing structure

Excellent customer service skills that build high levels of customer satisfaction

Excellent verbal and written communication skills

Demonstrated analytical, organizational, interpersonal, leadership, problem-solving, decision-making, conflict resolution and negotiation skills

Ability to manage multiple tasks

Ability to maintain confidentiality


Supervisory/developing management role. Works under general direction of chargeback management. Typically supervises a team of ten to twenty Chargeback Associates and Chargeback Support Associates. Typically requires a minimum of four years credit, debit and/or fraud dispute resolution experience. Typically requires two or more years supervisory or team leadership experience.

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FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information onsho w FIS protects personal information online, please see the

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.


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