Operations 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 Chargeback management 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 proactively maintain regular engagement with 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 the development of 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 workstream.
• 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/Mastercard 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.

Job Requirements:

• 15+ years of strong operational/project/program management experience.
• Bachelor's degree required in business management, engineering, e-finance, chargeback or related field experience, master's degree a plus.
• Work experience related to Chargeback Management / Payment related process would be an added advantage.
• Proven ability to establish credibility with employees and business partners, the ability to build consensus and achieve goals through influence versus direct line authority.
• Extremely strong call center management experience is essential to be a success in this role.
• Excellent leadership, people management, communication and influencing skills at a senior level.
• Should be familiar with BFSI process / US payment regulations.
• Should be able to work with different data sets for different clients from different industries. Should be flexible to work in UK/US shifts.