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
- Positive 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