Location: Kochi (Infopark / Smartcity)

Department: Operations

Reports to: Global Delivery Officer / Head of Payments Delivery

Experience: 10+ years in card disputes, with demonstrable scheme-level expertise

About the Role

We are seeking a Chargeback & Disputes Expert to serve as the authoritative voice on dispute operations across our payments engagements. This is not a case-processing role — you will define dispute strategy, own scheme compliance interpretation, design and optimise dispute operations for UK-regulated fintech clients, and act as the domain authority guiding our dispute platform build and automation roadmap. You will be the person clients, engineers, and leadership turn to when the answer isn't in the manual.

Key Responsibilities

Domain Authority & Advisory
Act as the definitive internal and client-facing expert on Visa and Mastercard dispute rules, covering the full lifecycle from retrieval through arbitration and compliance cases
Interpret ambiguous or edge-case scheme scenarios and provide defensible rulings on liability,



reason code applicability, and representment strategy
Advise clients on dispute strategy — win-rate optimisation, evidence standards, pre-dispute deflection (Ethoca/Verifi), and chargeback ratio management against scheme monitoring programmes (VDMP/VFMP, ECP/HECP)
Track and interpret scheme rule releases (Visa Business Enhancements, Mastercard announcements) and translate them into operational and platform impact assessments

Operations Design & Leadership
Design, document, and continuously improve end-to-end dispute operating models: workflows, SLAs, queue strategies, quality frameworks, and MI/reporting structures
Build and mentor a disputes team — define competency frameworks, training curricula, and QA/calibration processes
Own operational performance: win rates, cycle times, ageing, scheme timeline adherence, and financial recovery outcomes

Platform & Automation
Serve as domain lead for disput

📌 Chargeback & Disputes Subject Matter Expert Sme 10 +years Kochi
🏢 Art Technology and Software India
📍 Kochi