Senior SRS Manager

Trusted by many of the largest companies globally, Accertify is the leading digital platform assessing risk across the entire customer journey, from Account Monitoring and Payment Risk to Refund Fraud and Dispute Management. Accertify helps maximize revenues and user experience while minimizing loss and customer friction. We offer ultra-fast decision-making and precise control, ensuring our customers are always confidently in the driver's seat and ready to #MoveAtTheSpeedOfRight.

Be in the driver's seat of your career as a Senior Strategic Risk Services (SRS) Manager with the industry leader- and build a career you can trust.

The Senior SRS Manager will lead the Accertify Chargeback Strategic Risk Services team globally. Responsibilities include, but are not limited to, driving year-over-year operational performance improvements, developing and executing process improvement strategies and controls, and developing and maintaining strong client relationships. Seeking a visionary leader with a strong understanding of chargeback, including knowledge of the techniques used to mitigate and manage Disputes, methods for determining acceptable performance levels, and an understanding of the different types of credit card fraud.

Client Management

Essential Duties and Responsibilities:

• Manage continuous communication at all levels to ensure clients and internal stakeholders are apprised of all required updates
• Prepare E2E Performance reports for the clients ranging with regular data delivery to their specific needs
• Continuously assess the client's needs, propose solutions, and deliver value-added reporting
• Prepare and deliver Revenue share metrics to both clients and the accounts team
• Work with the Implementation and Ops team to onboard New Clients
• Drive required QA to deliver quality data while ensuring consistency
• Provide necessary inputs to any Deep dives, BAU, or Ad-hoc data requirements from the client
• Ability to resolve complex issues with little supervision. Work with internal teams to help enhance the platform by sharing ideas and information
• Participates in sales presentations to potential new clients
  
  

Robotics And Automation

• Defining scope across complexity, frequency, and deployment of automation
• Review & optimize any major weaknesses, inefficiencies, or time-consuming tasks
• Create Use Cases by discussing feasibility with the RPA execution Team
• Maintain communication with the client with regular updates and seek their consent wherever necessary
• Manage and resolve all queries raised by the Automation team & the Ops team
• Partner with the Ops team to help create SOPs
• Test Use Cases and review anomalies
  
  

People Management

• Partner with Client Support and Account Management teams for fast resolution of client concerns and issues related to Disputes.
• Lead a 24x7x365 operation consisting of Dispute management teams
• Gathers and analyzes data to produce monthly reports to clearly communicate overall operational performance to Senior Management
• Handles high-level and complicated issues with clients
• Develops managers and staff's knowledge and collaborates with other departments to ensure best-in-class chargeback solutions are delivered in a timely manner.
• Become the Subject Matter Expert for Best Practices and know the current chargeback trends for customers
• Assist in driving incremental revenue and profit
• Support and conduct Business Unit and account reviews for senior leadership
• Communicates with clients about their initial Dispute management support needs, as well as any industry or business requirements they may have
  
  

Skills & Qualifications

• A respected people leader with applicable operational technical skills and the ability to engage and lead large, diverse teams, displaying consistent, role model leadership behaviours and allowing their team to be ALL IN.
• Able to work with significant autonomy without direct supervision and ensure accuracy in all deliverables and in overseeing daily operations with adherence to business requirements and process controls
• A highly skilled influencer with demonstrated ability to drive relationships that enable partnership, collaboration toward common goals, and leveraging of best practices
• Highly accountable with a strategic mindset, demonstrating end-to-end ownership of activity within their area of responsibility and able to work across the matrix and lead in a global environment, including ensuring proper oversight of operational controls and performance metrics
• A solution-oriented thought leader with a focus on cultivating a culture of idea generation, test and learn, and appropriate challenging of the status quo
• Proven ability to drive operational performance across large-scale teams, ensuring customer satisfaction and management of key metrics
• Strong leadership ability with a disciplined and structured approach to problem solving, decision makin,g and prioritization
• Public speaking and presentation skills for industry and user events
  
  

Preferred Qualifications

• A bachelor's degree or higher is required.
• A minimum of 10 years of overall professional experience.
• Strong knowledge and understanding of dispute management principles.
• Demonstrated ability to effectively lead and oversee a 24x7x365 operations team.
  
  

Additional Details

• This is an onsite role from the office in Gurugram, Haryana