Greetings from Infosys BPM Ltd.,
We are hiring for Walkin Drive for Team Lead- Merchant Disputes & Chargeback Domain for Bangalore. Please walk-in for the interview on 21st April 2026 in Bangalore.
Note: Please carry copy of this email to the venue and make sure you register your application before attending the walk-in.
Please use below link to apply and register your application.
Please mention Candidate ID on top of the Resume ***
Team Lead- 4Yr to 6Yrs experience:
https://career.infosys.com/jobdescjobReferenceCode=PROGEN-EXTERNAL-240627
Interview details:
Interview Date: 21st April 2026
Interview Time: 10:00 AM to 12:30 PM IST
Interview Venue:
Bangalore :: E-City Phase 2:: Infosys Limited, No. 40/P-41/P,
Gate #: 2 electronic City phase 2, Industrial Area, Konappana Agrahara, Bangalore 560100.
Landmark: In Between Sunik Industries and Tejas Networks
Please find below Job Description for your reference:
- Job Location: Bengaluru
- Qualification: Any Graduate (Full Time)
- Experience: 4-6 Years
- Notice Period: Immediate Joiners to 15 days
- Shift: Flexible to work with any shift
- Work From Office is mandatory
- Job Level: 4B
- Designation: Team Lead
JOB DESCRIPTION FOR 4B - (Team Lead Individual Contributor)
Role Summary:
Senior escalation and governance anchor without direct span. Own major/edge cases, rule interpretation, policy governance, and cross-partner alignment (acquirers, processors, merchants).
Key Responsibilities:
A. Escalations & Governance:
- Lead priority escalations and high-risk cases with material exposure or rule ambiguity.
- Interpret VCR/MDR/Amex/Discover rules; publish guidance notes and decision trees.
B. Controls & Compliance:
- Govern operational controls, maker-checker, evidence integrity, and audit readiness.
- Partner with acquirers/PSPs on complex clarifications and negotiated outcomes.
C. Reporting & Prevention:
- Publish WBR/MBR on recovery dollars, win-rate variances, dispute ratio health.
- Own prevention strategy for key verticals (travel, digital goods, retail logistics).
D. Coaching:
- Mentor SMEs/Agents on narrative style, evidence selection, and TAT discipline.
Required Qualifications:
- Expert knowledge of card-network rules across brands; proven decisioning in complex escalations.
- Strong stakeholder management with acquirers/processors; audit/controls experience.
- Advanced analytical and documentation skills; excellent written communication.
KPIs:
- High-value recovery contribution
- Decision accuracy in escalations
- Zero compliance exceptions
- Strategic initiatives delivered on time
JOB DESCRIPTION FOR 4B - (Team Lead- People Manager (Team Handling experience is Mandatory):
Role Summary:
Own the day-to-day delivery for a US merchant portfolio: capacity planning, SLA/TAT/quality, coaching & career development, stakeholder governance, and continuous improvement.
Key Responsibilities:
A. Delivery & Capacity:
- Manage staffing, rosters, RTA, and skill-based routing for US hours; daily huddles and backlog control.
- Drive SLA/TAT, win-rate, recovery, and pre-arb avoidance performance; ensure queue hygiene.
B. People & Performance:
- Conduct 1:1s, feedback, IDPs; manage succession and new-hire ramp.
- Partner with QA to reduce defects and increase First-Time-Right rates.
C. Stakeholder & Compliance:
- Handle escalations from merchants, acquirers, internal stakeholders with clear communication and status trails.
- Ensure compliance with card-network rules and acquirer policies; uphold evidence integrity and security.
D. Automation & Reporting:
- Lead automation/template rollouts; coordinate tool changes (VROL/Mastercom/CRM).
- Publish Daily/Weekly/Monthly MIS with RCA, trendlines, and prevention actions.
Required Qualifications:
- People leadership experience in disputes/chargebacks with 1220 Agents and SMEs; dotted-line QA management.
- Strong command of network rules, dispute metrics, and client governance.
- Data-driven decision-making; proficiency with Excel/BI; excellent communication
Documents to Carry:
- Carry a printout your updated resume.
- Carry any 2 photo Identity proof (PAN Card/Driving License/Voters ID card/Passport).
- All original education documents needs to be available for verification. (10th, 12th, Graduation (Sem Wise Marksheet, CMM. Provisional and Original Degree)
Mandatory to carry:
Smartphone with good front camera, charger and Headset for Assessment, Government ID proof Hardcopy.
Pointers to note:
- Please do not carry laptops/cameras to the venue as these will not be allowed due to security restrictions.
- Original Government ID card is must for Security Clearance
Thanks & Regards,
Infosys Recruitment Team
