: 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

Valuable 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

📌 Team Lead - Cards Chargebacks (Chennai)
🏢 HCLTech
📍 Chennai