About the Role: The Senior Team Leader will supervise and lead a team of chargeback analysts, ensuring timely and accurate processing of card disputes in line with Visa/Mastercard and scheme guidelines.
Responsibilities:
- Supervise and lead a team of chargeback analysts, ensuring timely and accurate processing of card disputes in line with Visa/Mastercard and scheme guidelines.
- Monitor daily work allocation, productivity, and quality metrics.
- Act as a point of escalation for complex or high-value chargeback cases.
- Ensure compliance with client SLAs, internal controls, and regulatory guidelines.
- Provide regular coaching, feedback, and performance reviews for team members.
- Prepare and deliver operational reports, trend analysis, and process improvements.
- Liaise with the Australian client for daily updates, issue resolution, and process alignment.
- Drive process improvement initiatives to increase efficiency and reduce errors.
- Conduct regular team huddles, skip-level meetings, and knowledge refreshers.
- Handle staffing, leave planning, and shift rosters in coordination with workforce teams.
Qualifications:
- Graduate in any discipline; finance or commerce background preferred.
- 57 years of total experience with at least 3 years in a team-leading role handling chargebacks, disputes, or transaction processing.
- Strong knowledge of Visa, Mastercard, and EFTPOS dispute rules.
- Hands-on experience in Australian banking processes is highly preferred.
- Excellent communication and stakeholder management skills.
Required Skills:
- Strong understanding of chargeback regulations.
- Excellent people management skills.
- Prior exposure to banking or financial services processes.
Preferred Skills:
- Experience in Australian banking processes.
