Senior Team Lead - Chargebacks

About the Role

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.
• 5–7 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.