Operations Manager - Chargeback and Payments

Role Overview Chargeback Gurus (CBG) is a leading AI-powered chargeback management platform that helps merchants prevent revenue loss and recover disputed transactions. We are looking for a seasoned Operations Manager to lead our Chennai delivery team, drive client KPIs, and oversee the end-to-end chargeback operations function. This is a high-impact leadership role that requires deep expertise in payment processing, call centre management, and team development. Key Responsibilities - Lead a multi-tier operations team comprising Assistant Managers, Supervisors, Team Leads, and Analysts responsible for chargeback investigation and dispute resolution - Ensure consistent delivery of client SLAs, quality benchmarks, compliance standards, and revenue recovery targets - Manage the 24/7 Prevention Alerts and Follow-Up processing team, ensuring all alerts are actioned within 24 hours as per Visa and Mastercard guidelines - Oversee reconciliation of Prevention Alerts, Order Intelligence, and Rapid Dispute Resolution workflows within provider systems - Track SAFE and TC40 fraud reports, execute appropriate actions, and report findings to merchant clients - Conduct gap analysis, resource utilisation reviews, profitability assessments, and periodic business reviews with detailed reporting - Build and maintain SOPs, drive implementation of operational best practices, and manage day-to-day client relationship interactions - Develop KPIs, reward plans, and performance review processes for the Alerts and Follow-Up team - Partner with internal recruitment teams for talent acquisition and succession planning across key operational roles - Translate business strategy into daily operational execution while setting and monitoring quality performance standards Required Qualifications - 15 or more years of experience in operational, project, or programme management roles - Bachelor's degree in Business Management, Engineering, e-Finance, or a related discipline; Master's degree is an advantage - Prior experience in chargeback management or payment-related processes is strongly preferred - Familiarity with BFSI processes and US payment regulations including card network dispute rules - Strong call centre management background with experience handling large, multi-level teams - Proficiency in working with CRM platforms, payment processors, payment gateways, and card network systems - Ability to analyse diverse data sets across multiple client segments and industries - Excellent leadership, communication, and influencing skills at a senior stakeholder level - Willingness and flexibility to work in night shift as required Why Join Us Chargeback Gurus operates with full alignment to client goals, backed by cutting-edge AI technology and a culture of integrity, transparency, and compliance. This role offers the opportunity to shape operational excellence at a globally recognised fintech platform while leading a talented, high-performing team.

- 15 or more years in operations, project, or programme management - Bachelor's degree in Business, Engineering, Finance, or related field - Experience in chargeback management or payment processing operations - Knowledge of BFSI processes and US payment and card network regulations - Strong call centre management and multi-level team leadership experience - Hands-on experience with CRM tools, payment gateways, and card network platforms - Ability to work with complex data sets across multiple client industries - Excellent communication, influencing, and stakeholder management skills - Flexibility to work night shifts on a regular basis

- Work with a globally recognised AI-powered fintech platform - High-impact senior leadership role with strategic ownership - Collaborative work culture built on integrity and transparency