Chargeback Manager

Key Responsibility:

• Oversee end-to-end chargeback and dispute handling processes for Visa, Mastercard, JCB, and other card schemes.

• Ensure chargeback cases are processed accurately and within scheme deadlines.

• Monitor team productivity, workload distribution, and service quality.

• Develop and implement operational procedures to improve efficiency and effectiveness.

• Analyze chargeback trends, root causes, and emerging fraud risks.

• Develop preventive measures to reduce chargeback volume and financial losses.

• Collaborate with Fraud, Risk, Operations, Merchant, and Customer Service teams to address dispute-related issues.

• Recommend process improvements based on data analysis and industry best practices.

• Lead, coach, and develop chargeback staff to enhance performance and technical expertise.

• Set team objectives, KPIs, and performance standards.

• Conduct performance reviews and identify training needs.

• Foster a culture of accountability and continuous improvement.

• Prepare chargeback performance reports, MIS reports, and management presentations.

• Monitor key performance indicators such as:

  • Chargeback Ratio
  • Win Rate
  • Recovery Rate
  • Financial Loss
  • Case Turnaround Time

• Present findings and recommendations to senior management.

• Ensure compliance with card scheme regulations, company policies, and regulatory requirements.

• Coordinate with internal and external stakeholders regarding dispute resolution and chargeback matters.

• Support internal and external audits related to chargeback operations.

• Maintain up-to-date knowledge of scheme rules and industry developments.

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Qualifications:

Education

• Bachelor's degree or higher in Business Administration, Finance, Banking, Economics, Risk Management, or a related field.

Experience

• Minimum 5-8 years of experience in:

  • Chargeback Operations
  • Dispute Management
  • Card Operations
  • Fraud Management
  • Risk Operations

• At least 2-3 years of team management experience.

• Experience in credit card, banking, payment, or financial services industries is preferred.

Technical Knowledge

• Strong knowledge of:

  • Visa Chargeback Rules
  • Mastercard Chargeback Rules
  • JCB Dispute & Chargeback Process
  • Fraud Prevention and Risk Controls

• Understanding of card payment systems and transaction lifecycle.

• Experience with chargeback management systems and case management tools.

Analytical Skills

• Strong analytical and problem-solving skills.
• Ability to identify trends and provide strategic recommendations.
• Advanced proficiency in Excel, Power BI, Tableau, or similar reporting tools.

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Preferred Qualifications

• Experience managing Chargeback Ratio and Scheme Compliance KPIs.
• Experience in Fraud Prevention, Transaction Monitoring, or Risk Management.
• Knowledge of Bank of Thailand regulations and payment industry practices.
• Professional certifications in Fraud Management, Risk Management, or Payment Operations are an advantage.
• Good command of English, both written and spoken.