About
the Gurus

Chargeback Gurus helps businesses protect and recover revenue by
providing innovative chargeback management solutions, AI analytics, and
insights powered by our proprietary FPRONE platform. By understanding our
clients’ needs and fully aligning with their goals, we help clients reduce
chargebacks and increase recovery rates to maximize revenue. Our technology
solutions use powerful AI insights, data science and advanced analytics
—combined with deep industry expertise—to deliver hundreds of millions of dollars
in recovered revenue to our clients.

For more information, visit www.chargebackgurus.com.

Duties and Responsibilities:

- Responsible for the Operations lead of a team
and for the delivery of the overall operational metrics & sales
targets.

- To maintain regular engagement with proactively key client contacts in line with client expectations.

- Ensure delivery of Client KPIs/Sales targets
including day to day service levels, customer experience, quality measures
and compliance measures.

- Responsible for developing the
operational talent pool by optimizing the skills of the existing
team, in partnership with our internal recruitment teams to attract the
very best external talent, in line with the agreed framework, succession planning
will be in place to ensure key roles are filled and individual talent is
recognized.

- To have a well -defined
Communication and Engagement model in place to ensure all
teams understand the performance of the business and that they understand
the needs of their teams.

- Responsibility and accountability for
the operational performance of the client areas and for
exceeding targets of all required metrics

- Accountable to do gap analysis of the projects, revenue
and profitability analysis, resource utilization to improve
operational efficiencies. Should conduct periodic progress
reviews with detailed reporting and business reviews.





- Accountable to do continuous
identification implementation of operational best
practice through interaction with the wider team.

- Manage and develop the operational client
relationships by conducting (where appropriate) operational client review
meetings and day to day ops liaison within key work stream.

- Ability to build and maintain SOPs and ensure accountability of the processes.

- Ability to demonstrate been able to translate
business strategy into day -to -day delivery Setting and
reviewing Quality performance standards

- Lead and
manage a team of AM’s/Supervisors/Team Leads/Analysts whose
responsibilities are as below:

- Review
cases due to credit card fraud and investigate the case to find a
solution.

- Login to
CRM/Payment Processor/Payment Gateway/Card networks to retrieve relevant
information to fight the case and create a dispute packet with compelling
evidence to file with the Issuing Bank to win the case in client’s favor.

- Processing
and disputing credit card charge backs and inquiries to recover funds -
including investigations of Chargebacks and communications with external
partners.

- Drives operational excellence across
processes, playing a critical role in designing programs that enhance the
client experience.

- Oversee
and meticulously reconcile the workflow of Prevention Alerts, Order
Intelligence (OI), and Rapid Dispute Resolution (RDR) within provider
systems.

- Manage the 24/7 Alerts and Follow -Up
processing team, ensuring prevention alerts are processed within 24 hours




per Visa/Master card guidelines.

- Track SAFE and TC40 fraud reports,
taking necessary actions and reporting back to merchants based on fraud
indicators.

- Provide leadership to the Prevention
Alerts Department, aligning the team as strategic business partners to
understand business goals, issues, and needs, and proactively identify and
resolve opportunities impacting team and individual performance.

- Develop
work procedures for the Alerts & Follow -Up team, assisting in
overseeing the performance and budgeting for operational works of these
divisions.

- Develop reward plans and KPIs for
the Alerts & Follow -Up team, lead performance diagnostics of the team.
Conduct performance reviews on subordinates, and submit for review.