Senior Associate

Ready to shape the future of work

At Genpact, we don't just adapt to change-we drive it. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's , our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to , our breakthrough solutions tackle companies most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that's shaping the future, this is your moment.

Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep business knowledge, operational excellence, and cutting-edge solutions - we help companies across industries get ahead and stay ahead.Powered by curiosity, courage, and innovation,our teamsimplementdata, technology, and AItocreate tomorrow, today.Get to know us atand on,,, and.

Inviting applications for the role of Business Analyst/Assistant Manager - Disputes and Chargebacks

The Team Lead for Disputes and Chargebacks will be responsible for overseeing a team of dispute analysts. This role ensures efficient handling of debit card and credit card disputes, chargeback cases, and related cardholder claims in compliance with regulatory standards, program and cardholder service-level agreements (SLAs) and the client's policies. The Team Lead will drive performance excellence, provide coaching, manage workflow, and serve as the primary escalation point for complex cases.

Responsibilities

• Lead and supervise a team of 10-12 dispute analysts to meet productivity and quality goals.

• Ensure compliance with card network regulations (Visa, Mastercard, Maestro, Pulse, AMEX) and MQ policies.

• Review escalated cases and provide guidance to analysts for complex dispute resolutions.

• Oversee workflow management, queue balancing, and SLA performance.

• Analyze chargeback trends and implement preventive measures to reduce losses.

• Ensure adherence to client-specific chargeback processes and industry regulations.

• Review escalations and ensure timely resolutions.

• Support new process transitions and client onboarding.

• Participate in audits and implement corrective actions.

• Collaborate with MQ stakeholders, quality assurance (QA) team, and Learning Experience (LX teams) to improve process performance.

Qualifications we seek in you!

Minimum Qualifications

• Demonstrated experience in leadership or supervisory role for small to midsized teams.

• Relevant experience in BPO operations, preferably in fintech or payment disputes.

• In depth knowledge of chargeback workflows, card network rules (Visa, Mastercard, Maestro, Pulse, AMEX), and dispute lifecycle management.

• Strong analytical and problem-solving skills.

• Excellent written and verbal communication skills.

• Leadership, coaching, and team building capabilities. Knowledge of coaching techniques, constructive feedback methods, and adult learning principles

• Ability to follow written procedures and apply critical thinking to resolve complex issues while mentoring others

• Previous leadership experience or training with focus on empathetic leadership

Preferred Qualifications/ Skills

• Knowledge of Regulation E and payment card industry standards with capability to educate team members

• Familiarity with quality monitoring processes and performance metrics

• Ability to multitask between supporting others and handling own work queue

• Experience with process improvement suggestions and implementation

• Background in documenting procedures, training materials or creating job aids

• Excellent time management skills and organizational abilities