P2 Associate Manager - RiskOps

About the Team:

The Risk Operations (RiskOps) team manages backend operational processes related to chargebacks and disputes. The team focuses on accurate transaction and case processing, timely resolution of disputes, reconciliation, exception management, SLA adherence and maintaining complete, audit-ready records.

About the Role:

We are looking for an experienced Associate Manager – Chargeback Operations to support the day-to-day processing and management of chargeback and dispute cases. The role will involve transaction review, case tracking, representment support, reconciliation, documentation, exception handling and timely resolution of cases within defined SLAs. The position requires strong attention to detail, a sound understanding of chargeback workflows and the ability to manage high-volume operational activities accurately and efficiently.

Responsibilities:

• Process chargeback and dispute cases on a daily basis in accordance with defined procedures.
• Review transaction details, dispute information, supporting documents and chargeback reason codes.
• Track cases from initiation through resolution, including representment, acceptance, rejection and closure.
• Maintain accurate case records, transaction trackers and operational MIS.
• Monitor case ageing, pending actions, deadlines and SLA adherence.
• Reconcile chargeback transactions and financial data across internal systems and operational reports.
• Identify and investigate data mismatches, duplicate cases, processing errors and operational breaks.
• Validate transaction- and case-level information before submission, response or closure.
• Prepare and maintain daily, weekly and monthly chargeback reports.
• Monitor chargeback volumes, case status, recovery amounts, losses and pending actions.
• Coordinate with internal teams to obtain missing information and resolve case-related issues.
• Follow up on pending documentation, representments and escalations to ensure timely closure.
• Perform quality checks on processed cases and operational reports.
• Identify recurring operational errors and support root-cause analysis.
• Follow defined process controls, turnaround times and compliance requirements.
• Support process improvements and reporting automation using advanced Excel, formulas, PivotTables and Power Query.
• Maintain process documentation and ensure that all case records are complete and audit-ready.
• Escalate critical issues, high-value cases, overdue actions and unresolved exceptions to the appropriate stakeholders.
• Contribute to accurate and timely case processing, reduction of operational errors and improved reporting efficiency.

Requirements:

• Graduate degree in Finance, Commerce, Business Administration or a related field.
• Relevant experience in chargeback operations, dispute management, payment operations or financial-services backend processing.
• Good understanding of the chargeback lifecycle and transaction-processing environment.
• Experience in handling high-volume cases while meeting strict turnaround times and defined SLAs.
• Strong working knowledge of Microsoft Excel, including: PivotTables, Lookup functions, Formulas, Basic reporting automation, Power Query
• Experience in reconciliation, exception handling, operational reporting and case tracking.
• Strong attention to detail and the ability to identify data and processing errors.
• Good written and verbal communication skills.
• Strong organisational and documentation skills.
• Ability to work independently while coordinating effectively with multiple internal teams.
• Ability to investigate operational breaks, perform root-cause analysis and drive timely resolution.
• Strong understanding of process adherence, quality checks, escalation management and audit readiness.

What we offer?

• A positive, get-things-done workplace
• A dynamic, constantly evolving space (change is par for the course – important you are comfortable with this)
• An inclusive environment that ensures we listen to a diverse range of voices when making decisions.
• Ability to learn cutting edge concepts and innovation in an agile start-up environment with a global scale
• Access to 5000+ training courses accessible anytime/anywhere to support your growth and development (Corporate with top learning partners like Harvard, Coursera, Udacity)

About us:

At PayU, we are a global fintech investor and our vision is to build a world without financial borders where everyone can prosper. We give people in high growth markets the financial services and products they need to thrive. Our expertise in 18+ high-growth markets enables us to extend the reach of financial services. This drives everything we do, from investing in technology entrepreneurs to offering credit to underserved individuals, to helping merchants buy, sell, and operate online. Being part of Prosus, one of the largest technology investors in the world, gives us the presence and expertise to make a real impact. Find out more at www.payu.in

Our Commitment to Building A Diverse and Inclusive Workforce

As a global and multi-cultural organization with varied ethnicities thriving across locations, we realize that our responsibility towards fulfilling the D&I commitment is huge. Therefore, we continuously strive to create a diverse, inclusive, and safe environment, for all our people, communities, and customers. Our leaders are committed to create an inclusive work culture which enables transparency, flexibility, and unbiased attention to every PayUneer so they can succeed, irrespective of gender, color, or personal faith. An environment where every person feels they belong, that they are listened to, and where they are empowered to speak up. At PayU we have zero tolerance towards any form of prejudice whether a specific race, ethnicity, or of persons with disabilities, or the LGBTQ communities.