Senior Manager, Card Chargeback Dispute & Investigations

• Manage and oversee the full dispute and chargeback investigation lifecycle for all card transactions, including fraud, authorization, processing errors, and service-related disputes.
• Ensure timely and accurate handling of all chargeback cases, adhering to applicable scheme rules, internal SLAs, and regulatory requirements.
• Analyze transactional data, user behavior, and supporting documentation to make well-supported decisions on case outcomes and representments.
• Maintain up-to-date knowledge of relevant card scheme rules and ensure adherence to dispute regulations, including required documentation, timeframes, and evidence standards.
• Collaborate with Risk Strategy, Product, Engineering, and Customer Support to enhance processes and reduce dispute volumes through better fraud controls and user experience improvements.
• Handle complex, high-risk, or escalated cases, including potential collusion, first-party fraud, synthetic identities, and crypto-related anomaly patterns.
• Monitor and report on key metrics such as dispute volumes, win/loss rates, financial exposure, and root-cause trends, providing insights and recommendations to senior leadership.
• Continuously improve workflows and internal procedures to drive efficiency, accuracy, and compliance in the dispute management process.

• Bachelor’s degree in Finance, Risk Management, Business, or related field.
• Minimum of 8 years experience in card dispute/chargeback operations, preferably within an issuing environment.
• Deep understanding of chargeback regulations, including dispute codes, representment strategies, liability determination, and fraud classifications.
• Experience handling cardholder disputes across multiple dispute types (fraud, goods/services not received, cancelled services, duplicate billing, etc.).
• Ability to manage case escalation protocols and provide guidance on grey-area or borderline cases with strong investigative reasoning.
• Comfortable working with large data sets and extracting actionable insights to improve performance and reduce fraud-related losses.
• Strong written communication and documentation skills, especially when preparing representment packages and evidence submissions.
• Collaborative mindset with the ability to work across functions in a fast-paced, global environment.

Why Join Us?

• Competitive remuneration package (Basic Salary + Yearly Bonuses).
• Monthly Team Building
• Excellent prospects for growth and promotion - we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed.
• Employee engagement, recognition and appreciation program.
• Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations.