Lead - Financial Operations

Job Title: Lead - Financial Operations (Issuing & Acquiring)

The Role

The successful candidate will be responsible for leading the Issuing & Acquiring Financial Operations team, which handles transaction disputes, chargebacks, representments, arbitrations, card network reconciliations, merchant reconciliation, and bank queries. The individual will ensure the team completes all daily operational tasks within defined timeframes and addresses all customer queries/escalations promptly. Additionally, the role holder will be responsible for building strong relationships with banks by understanding their requirements, defining problem descriptions, and ensuring timely resolution.

Key Responsibilities:

• Ensure the team consistently delivers the highest standard of quality and works efficiently

• Eliminate single points of dependency by ensuring the team is cross-trained on all processes

• Support new team members by organizing training sessions to ensure they have the necessary knowledge to participate effectively

• Manage leave schedules to ensure appropriate staffing is available at all times

• Ensure the team collaborates closely with customers and understands their requirements

• Ensure adherence to committed processes and SLAs to maintain efficiency and quality

• Deliver monthly presentations and send periodic MIS reports to senior management

• Provide timely performance feedback to team members

• Implement training programs to bridge transaction monitoring gaps, skill gaps, and correct broken internal processes

• Maintain end-to-end dispute knowledge including raising disputes, arbitration, fee collection, and reason codes while adhering to card network timelines

• Provide operational requirements for new projects by understanding implementations and project BRDs

• Perform UAT and analyze impact before production deployment

• Contribute 40% towards BAU activities

• Document and maintain dispute processes and procedures at network level

• Minimize fraud loss and chargeback rates through prevention, detection, and investigation of fraudulent or suspected transactions and accounts

• Identify transaction behavior anomalies such as increased failure rates, reconciliation issues, and track/resolve them

• Liaise with Visa/MasterCard/RuPay/Issuing banks/Acquiring banks to investigate and resolve disputes and bank queries

• Handle issues and work with stakeholders to resolve them within stipulated timelines

Essential Requirements:

• Graduation in any stream.

• Overall experience of 8+ years with a minimum of 5-6 years of banking/payment experience in chargeback handling.

• Payment Gateway/Acquiring knowledge is highly preferred

• Minimum 2-3 years of leadership experience

• Strong organizational, communication, and analytical skills

• Meticulous attention to detail

• Ability to meet deadlines consistently

• Excellent teamwork and collaboration skills

• Proficiency in Microsoft Office applications; SQL knowledge is a plus

• Flexibility to work shifts (24/7), weekends, and public holidays

Preferred Qualifications:

• In-depth knowledge of settlements and reconciliation, disputes, Visa, MasterCard, and RuPay operating regulations (knowledge of additional card networks is advantageous)

• Industry experience in financial services, banking, or e-commerce

Work Location:

• Bengaluru

• Candidates from other parts of India should be willing to relocate to Bengaluru