Card Disputes Automation Manager

Your mission:

Wise has already pioneered new ways for people to transfer money across borders and currencies. Our customers can also manage their hard-earned money with the world's first platform to offer true multi-currency banking , and they can spend every day using our Wise debit card.

The Spend OPS team is part of Spend squad whose mission is: reliable, convenient & eventually free to spend anywhere in the world;

By now, we have a well organised operational team, who work very closely with our dedicated engineering and product teams, across offices in three continents. We partner with the card schemes and other relevant product, engineering and operational teams in Wise, to get things done.

As a Card Disputes Automation Manager , you will be responsible for overseeing the operational aspects of dispute management processes, with a focus on driving automation initiatives to enhance efficiency, accuracy, resolution and compliance. This role bridges the gap between product, technical automation solutions and day-to-day dispute resolution activities, ensuring seamless execution and continuous improvement.

Here's how you'll be contributing:

• Supervise the end-to-end dispute resolution process, ensuring timely and accurate processing.
• Lead operational efforts to implement and optimize automation solutions for dispute handling, including chargeback process.
• Coordinate with product and external partners (schemes) 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.

Skills Nice to have:

• Good understanding of card dispute lifecycle, chargebacks, and fraud management.
• Experience with dispute management platforms and case tracking systems.
• Understand compliance requirements with all card networks (e.g., Visa, Mastercard,) regulations and scheme requirements.

A bit about you:

Automation & Technology Skills:

• Experience with declarative rules engines and business process automation platforms.
• Ability to define, configure, and maintain business logic using a domain-specific language.
• SQL knowledge to perform data analysis and create reports using BI tools.

Leadership & Soft Skills:

• Excellent communication and stakeholder management.
• Proven problem-solving and decision-making abilities.
• Ability to lead cross-functional teams and manage multiple priorities.
• Change management skills to drive continuous process improvement.

If you're interested in the position, please apply by submitting your CV and cover letter.

In your cover letter (no longer than two pages), please answer the following questions:

• What are the primary challenges around Card Disputes team, and where do you see the greatest opportunities for process / automation improvements?

• How did you foster a culture of accountability and empowerment within your team, and what are the expectations for a Senior Lead in driving these values across the team?