Responsibilities
- Lead and supervise a team of 10-12 dispute analysts to meet productivity and quality goals.
- Ensure compliance with card network regulations (Visa, Mastercard, Maestro, Pulse, AMEX) and MQ policies.
- Review escalated cases and provide guidance to analysts for complex dispute resolutions.
- Oversee workflow management, queue balancing, and SLA performance.
- Analyze chargeback trends and implement preventive measures to reduce losses.
- Ensure adherence to client-specific chargeback processes and industry regulations.
- Review escalations and ensure timely resolutions.
- Support new process transitions and client onboarding.
- Participate in audits and implement corrective actions.
- Collaborate with MQ stakeholders, quality assurance (QA) team, and Learning Experience (LX teams) to improve process performance.

Qualifications we seek in you

Minimum Qualifications




- Demonstrated experience in leadership or supervisory role for small to midsized teams.
- Relevant experience in BPO operations, preferably in fintech or payment disputes.
- In depth knowledge of chargeback workflows, card network rules (Visa, Mastercard, Maestro, Pulse, AMEX), and dispute lifecycle management.
- Solid analytical and problem-solving skills.
- Excellent written and verbal communication skills.
- Leadership, coaching, and team building capabilities. Knowledge of coaching techniques, constructive feedback methods, and adult learning principles
- Ability to follow written procedures and apply critical thinking to resolve complex issues while mentoring others
- Previous leadership experience or training with focus on empathetic leadership

📌 Immediate Hiring For Fraud Investigation (Pune)
🏢 Genpact
📍 Pune