Job Title: Cards Disputes-Assistant manager/Delivery Manager

Location: Pune/Hyderabad

Candidate Specification& Job Responsibilities Candidate should have 8+ Years of experience in Disputes.

Experience in Disputes, Credit Card operations and BFSI Support Services. Managing fragmented processes within the US banking domain

Investigate and adjudicate fraud-related claims including CNP fraud, card-present fraud, account takeover, and unauthorized transactions

Ensure provisional credit decisions are accurate, timely, and policy-compliant

Liaise with internal fraud operations and financial crime teams to share dispute intelligence

Identify emerging fraud patterns and escalate trends to fraud prevention stakeholders

Manage scheme chargeback cycles for fraud reason codes under Visa, Mastercard, Amex

Manage non-fraud dispute types including duplicate transactions, goods/services not received, incorrect amounts, credit not processed, and merchant errors

Process chargebacks, representments, and pre-arbitration cases within scheme timeframes

Lead and performance-manage a team of disputes analyst across fraud and non-fraud queues

Assess, Monitor and Mentor associates QA's, Trainers and Leads

Represent the operation in relevant internal and external client relationship meetings and groups

Prepare for and attend regular client,



management and team meetings and contribute to them.

Act as a point of escalation for employee and client issues

Maintain employee connect at all levels

Focus on employees training and development

Running engagement and motivational programs for staff

Support to Line HR and utilize their expertise more from a people engagement and retention perspective

Ensure minimal staff attrition and high levels of engagement

Uses proficient knowledge to provide guidance in the design, assessment, implementation and/or administration of moderately complex quality assurance programs, practices, and policies.

Briefs key stakeholders and management on business reviews, results, trends, studies, and initiatives, and recommends courses of action.

Manage team workload distribution, queue aging, and SLA adherence

Review and approve dispute decisions that exceed officer authority limits

Support internal audits and compliance reviews related to disputes processes

Handle customer escalations and complaints relating to dispute outcomes

Identify operational inefficiencies and lead process improvement initiatives across fraud and non-fraud workflows

Explore automation opportunities to reduce manual handling and improve case resolution.

Candidate should be versatile working in any shifts.

📌 Credit cards Disputes– Assistant Manager/Delivery Manager – Pune/Hyderabad
🏢 Golden Opportunities
📍 Hyderabad