
Card Disputes Process Enhancement Lead
5 days ago
Dispute Resolution Manager Job Summary:
The Spend OPS team is part of the Spend squad, whose mission is to make spending anywhere in the world reliable, convenient, and eventually free. As a Card Disputes Automation Manager, you will oversee the operational aspects of dispute management processes, focusing on driving automation initiatives to enhance efficiency, accuracy, resolution, and compliance.
Key Responsibilities:
- Supervise end-to-end dispute resolution processes , ensuring timely and accurate processing.
- Lead operational efforts to implement and optimize automation solutions for dispute handling , including chargeback processes.
- Coordinate with product and external partners to enhance dispute workflows .
- Monitor dispute queues, identify bottlenecks, and implement process improvements .
- Ensure compliance with schemes regulations, industry standards, and security protocols .
- Manage dispute escalation processes and stakeholder communication .
- Provide training, support, and guidance to operational teams on automation tools and best practices .
- Analyze dispute data to identify trends, risks, and opportunities for automation .
- Develop and track KPIs to measure the efficiency and effectiveness of dispute automation operations .
Operational Skills Set Required:
- Develop and implement a strategy for continuous improvement in operational automation .
- Strong Data analysis and reporting skills .
- Process mapping and improvement methodologies (e.g., Lean, Six Sigma) .
- Manage and develop a team responsible for operational automation .
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