Manager - Chargeback

Manager - Chargeback

About the company

SBI Card is a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs. We are constantly innovating to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and indulge in rewarding benefits. At SBI Card, the motto 'Make Life Simple' inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an environment where people can thrive and create a better future for everyone.

SBI Card is proud to be an equal opportunity & inclusive employer and welcome employees without any discrimination on the grounds of race, colour, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste etc. SBI Card is committed to fostering an inclusive and diverse workplace where all employees are treated equally with dignity and respect which makes it a promising place to work.

Join us to shape the future of digital payment in India and unlock your full potential.

What’s in it for YOU

1. SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees
2. Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
3. Dynamic, Inclusive and Diverse team culture 
4. Gender Neutral Policy
5. Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
6. Commitment to the overall development of an employee through comprehensive learning & development framework

Role Purpose

Responsible for leading dispute resolution process at vendor site for resolving credit card transaction disputes due to fraud/service issues.

Role Accountability 

1. Manage vendor partner team at vendor location working on SBI Credit Card Chargeback Process, ensuring desired performance levels as per agreed KPI's & Scope of work (SOW) and adherence to network guidelines
2. Ensures operating procedures are understood and adhered to by the vendor partner resources
3. Track SLA adherence for various sub-processes as defined by external stakeholders (i.e. VISA and MasterCard) and internal stakeholders, taking corrective measures in case of deviation
4. Ensure all chargeback activities performed by the vendor are handled in line with statutory/network guidelines
5. Prepare and disseminate daily reports on Inventory, Productivity and Accuracy metrics to concerned stakeholders
6. Escalate appropriate issues with the vendor partner to the Chargeback Lead/ reporting manager
7. Develop and document SOPs for all processes and implement best practices to support and manage the dispute/chargeback process
8. Ensure periodic network partner rule changes and process changes are adopted by vendor teams as per schedule, including dissemination of  updates to the Partner trainers and uploading of relevant documentation in KM tools
9. Conduct monthly performance of the partner and recommend changes to KPIs & SOWs as per industry leading standards 
10. Ensure timely closure of Vendor contracting/renewal/billing related matters
11. Escalation handling and Identifying root causes for escalations
12. Track all MIS getting published by WFM ( TAT Burst, Not Submitted , Inventory) etc. 
13. Analyze and reduce repeat complaints 
14. Scan the market, benchmark & Highlight process gaps, share improvement suggestions & implement the same to enable cost reduction/ enhanced customer experience/ better productivity/ Complaint reduction/ simplify operation for Agents
15. Conduct risk assessment of the activities of the CBK partner staff by evaluating transaction reports and process audits for accuracy and drive process simplification through automations & robotics and forward initiatives 
16. Ensure adherence to internal policies and external /regulatory guidelines in chargeback operations
17. Provide necessary documentation/data related support for internal and external audits
18. Ensure process documentation and compliance adherence

Measures of Success 

1. Compliance to defined processes by the regulators and network providers i.e. VISA / MasterCard/ Rupay & AMEX
2. KPIs- Resolution TAT /accuracy/productivity adherence for BOT/Outsourced Processing team
3. Reduction in Repeat Complaints & Regulatory Escalations 
4. Timely resolution/ update on escalations from regulatory bodies & Escalation desk.
5. Reduction in write offs
6. No adverse observations in internal/external audits
7. Process Adherence as per MOU

Technical Skills / Experience / Certifications

1. Certified by Visa/MC on Chargeback process 
2. Experience with Visa's VROL and MasterCard system
3. Knowledge of Rupay and American Express Networks is a plus

Competencies critical to the role

1. Analytical Skills
2. Result Orientation
3. Process Orientation

Qualification 

Graduate in any discipline

Preferred Industry

FSI

Experience Level

Mid Level