Assistant Manager / Manager / Senior Manager

About
the Gurus

Chargeback Gurus helps businesses protect and recover revenue by
providing innovative chargeback management solutions, AI analytics, and
insights powered by our proprietary FPRONE platform. By understanding our
clients’ needs and fully aligning with their goals, we help clients reduce
chargebacks and increase recovery rates to maximize revenue. Our technology
solutions use powerful AI insights, data science and advanced analytics
—combined with deep industry expertise—to deliver hundreds of millions of dollars
in recovered revenue to our clients.

For more information, visit www.chargebackgurus.com.

Duties and Responsibilities:

• Responsible for the Operations lead of a team
  and for the delivery of the overall operational metrics & sales
  targets.
  
• To maintain regular engagement with proactively key client contacts in line with client expectations.
  
• Ensure delivery of Client KPIs/Sales targets
  including day to day service levels, customer experience, quality measures
  and compliance measures.
  
• Responsible for developing the
  operational talent pool by optimizing the skills of the existing
  team, in partnership with our internal recruitment teams to attract the
  very best external talent, in line with the agreed framework, succession planning
  will be in place to ensure key roles are filled and individual talent is
  recognized.
  
• To have a well -defined
  Communication and Engagement model in place to ensure all
  teams understand the performance of the business and that they understand
  the needs of their teams.
  
• Responsibility and accountability for
  the operational performance of the client areas and for
  exceeding targets of all required metrics
  
• Accountable to do gap analysis of the projects, revenue
  and profitability analysis, resource utilization to improve
  operational efficiencies. Should conduct periodic progress
  reviews with detailed reporting and business reviews.
  
• Accountable to do continuous
  identification implementation of operational best
  practice through interaction with the wider team.
  
• Manage and develop the operational client
  relationships by conducting (where appropriate) operational client review
  meetings and day to day ops liaison within key work stream.
  
• Ability to build and maintain SOPs and ensure accountability of the processes.
  
• Ability to demonstrate been able to translate
  business strategy into day -to -day delivery Setting and
  reviewing Quality performance standards
  
• Lead and
  manage a team of AM’s/Supervisors/Team Leads/Analysts whose
  responsibilities are as below:
  
• Review
  cases due to credit card fraud and investigate the case to find a
  solution.
  
• Login to
  CRM/Payment Processor/Payment Gateway/Card networks to retrieve relevant
  information to fight the case and create a dispute packet with compelling
  evidence to file with the Issuing Bank to win the case in client’s favor.
  
• Processing
  and disputing credit card charge backs and inquiries to recover funds -
  including investigations of Chargebacks and communications with external
  partners.
  
• Drives operational excellence across
  processes, playing a critical role in designing programs that enhance the
  client experience.
  
• Oversee
  and meticulously reconcile the workflow of Prevention Alerts, Order
  Intelligence (OI), and Rapid Dispute Resolution (RDR) within provider
  systems.
  
• Manage the 24/7 Alerts and Follow -Up
  processing team, ensuring prevention alerts are processed within 24 hours
  per Visa/Master card guidelines.
  
• Track SAFE and TC40 fraud reports,
  taking necessary actions and reporting back to merchants based on fraud
  indicators.
  
• Provide leadership to the Prevention
  Alerts Department, aligning the team as strategic business partners to
  understand business goals, issues, and needs, and proactively identify and
  resolve opportunities impacting team and individual performance.
  
• Develop
  work procedures for the Alerts & Follow -Up team, assisting in
  overseeing the performance and budgeting for operational works of these
  divisions.
  
• Develop reward plans and KPIs for
  the Alerts & Follow -Up team, lead performance diagnostics of the team.
  Conduct performance reviews on subordinates, and submit for review.