Assistant Manager - MENA Disputes Operations

HSBC Holdings plc; Hyderabad; Hybrid; INR 900,000 - 1,300,000; Full time

Job summary

HSBC Holdings plc in Hyderabad is seeking an Assistant Manager for MENA Disputes Operations. You will lead the chargebacks team, oversee end-to-end dispute processing and ensure timely, compliant resolution while maintaining high-quality service.

You will monitor performance, coach staff, coordinate with Payments, Fraud and Risk teams, and drive process improvements in a hybrid model based in Hitec City.

Qualifications

• Proven experience in chargebacks, payment disputes or card operations.
• Experience leading an operational team.
• Knowledge of Visa, Mastercard and card-scheme rules.
• Strong communication and stakeholder-management skills.

Responsibilities

• Lead day-to-day activities of the chargebacks team.
• Oversee end-to-end processing of chargeback and disputes.
• Monitor performance against service standards and deadlines.
• Coach and develop team members through regular feedback.
• Coordinate with Payments, Fraud, Financial Crime and Risk teams.
• Ensure accurate recording of decisions and evidence.
• Drive process improvements to reduce disputes and errors.

Skills

Chargebacks

Disputes knowledge

Leadership

MS Excel

Stakeholder management

Regulatory knowledge

Education

Graduate or equivalent

Tools

MS Excel

Job description

Job title: Assistant Manager - MENA Disputes Operations

• This job profile provides a broad overview of the Client and Claims Processor and is not intended to exhaustively describe the job.
• This position is part of the Global Operations team, MENA Disputes operations . The role holder will be required to lead the team and provide delivery of an optimum customer experience, reviewing the onboarding and servicing requests with in MENA Disputes eam.
• This role will be Hybrid model based, located in Hyderabad (Hitec City).

In this role, you will:

Tasks and responsibilities of the job holder

• Team leadership and people management
• Lead and manage the day-to-day activities of the chargebacks team.
• Allocate workloads effectively, taking account of volumes, complexity, colleague capability and deadlines.
• Set clear expectations for productivity, quality, customer outcomes and risk management
• Monitor individual and team performance against agreed objectives and service standards
• Conduct regular coaching, feedback and performance discussions
• Support recruitment, onboarding and ongoing development of team members
• Identify skills gaps and arrange appropriate training, knowledge-sharing and cross-training
• Build an inclusive, collaborative team environment where colleagues are encouraged to raise concerns and share improvements
• Recognise good performance and address underperformance fairly and consistently
• Maintain appropriate team coverage and support business-continuity arrangements

Chargeback operations

• Oversee the end-to-end processing of chargeback and payment-dispute cases.
• Ensure cases are reviewed accurately and completed within card-scheme, regulatory and internal deadlines.
• Monitor the handling of chargebacks, representments, pre-arbitration and arbitration cases.
• Review complex, high-value, sensitive or escalated disputes and confirm appropriate outcomes.
• Ensure the correct reason codes, evidence requirements and liability decisions are applied.
• Monitor outstanding cases, ageing, pending actions and approaching deadlines.
• Support the resolution of exceptions, system issues and processing discrepancies.
• Ensure accurate recording of decisions, evidence, correspondence and financial adjustments.
• Oversee the handling of customer and stakeholder queries relating to disputed transactions.
• Ensure appropriate escalation of suspected fraud, financial crime concerns, control failures and material operational risks.

Quality, risk and control management

• Maintain effective controls to support accurate, consistent and compliant chargeback processing.
• Conduct or oversee quality assurance reviews and ensure identified issues are resolved.
• Monitor operational risk, error trends, repeat defects and potential financial leakage.
• Investigate root causes of errors, customer complaints, missed deadlines and unsuccessful representments.
• Ensure team activity complies with internal procedures, data-protection requirements and applicable regulations.
• Support audits, control testing, risk assessments and regulatory reviews.
• Maintain appropriate evidence and records for governance, audit and management reporting.
• Escalate significant risks, control weaknesses or incidents through the appropriate channels.
• Promote a strong risk-aware culture in which colleagues take responsibility for the quality and impact of their decisions.

Performance management and reporting

• Prepare and review management information covering:
• Case volumes and ageing
• Productivity and capacity
• Service-level performance
• Quality and error rates
• Representment and recovery rates
• Chargeback losses and recoveries
• Complaints and escalations
• Operational-risk events
• Analyse trends and provide insight into performance drivers and emerging risks.
• Present performance updates to managers and relevant governance forums.
• Develop and track action plans where performance, quality or control standards are below expectation.
• Ensure reporting is accurate, timely and supported by reliable data.

Stakeholder management

• Work closely with Payments, Fraud, Financial Crime, Risk, Compliance, Finance, Customer Service, Product and Technology teams.
• Act as an escalation point for operational queries and complex chargeback matters.
• Liaise with card schemes, merchants, acquirers, issuers and payment partners where appropriate.
• Represent the chargebacks team in operational meetings, change initiatives and governance forums.
• Provide subject-matter input into new products, payment journeys, systems and process changes.
• Ensure relevant stakeholders understand operational impacts, risks and implementation requirements.
• Communicate issues promptly, clearly and with practical recommendations.

Process improvement and change

• Identify opportunities to simplify processes, improve customer outcomes and reduce avoidable disputes.
• Lead or support initiatives to improve productivity, quality, automation and control effectiveness.
• Use data and root-cause analysis to reduce repeat disputes and operational errors.
• Review procedures and recommend updates in response to scheme-rule or regulatory changes.
• Support user acceptance testing, implementation and post-implementation reviews for system and process changes.
• Track improvement actions through to completion and confirm that benefits have been achieved.
• Encourage colleagues to identify practical improvements - small fixes often deliver the biggest operational wins.

Customer and business outcomes

• Ensure disputed transactions are handled fairly, consistently and within the relevant timeframe.
• Support clear and professional communication with customers and internal stakeholders.
• Consider the impact of chargeback decisions on customers, merchants and the wider business.
• Balance customer service, financial recovery, operational efficiency and risk management.
• Promote accurate first-time processing to reduce delays, rework and avoidable customer contact.

To be successful you will:

Skills required

• Proven experience in chargebacks, payment disputes, card operations, banking operations or financial services
• Previous experience leading, supervising or coordinating an operational team.
• Strong knowledge of the end-to-end chargeback lifecycle, including:
• Disputes Knowledge - Dispute intake and validation,Reason-code selection,Chargeback processing,Representment,Pre-arbitration,Arbitration,Settlement and reconciliation
• Working knowledge of Visa, Mastercard and other relevant card-scheme rules.
• Understanding of payment-processing activity, including authorisation, clearing, settlement, refunds, reversals and duplicate transactions.
• Ability to interpret transaction data, customer information, scheme rules and supporting evidence.
• Strong analytical and decision-making skills, particularly when handling complex or escalated cases.
• Knowledge of fraud indicators, financial crime risks and operational controls.
• Understanding of service-level agreements, key performance indicators, quality assurance and operational risk management.
• Strong people-management and coaching skills, with the ability to motivate colleagues and manage performance fairly.
• Excellent communication skills, including the ability to explain complex issues clearly to customers, colleagues and senior stakeholders.
• Effective stakeholder-management and influencing skills.
• Ability to manage competing priorities and deliver against strict scheme, regulatory and operational deadlines.
• Strong organisational and planning skills.
• Proficiency in Microsoft Office, particularly Excel; experience with reporting, workflow or case-management systems is desirable.
• Ability to analyse trends, identify root causes and recommend practical improvements.
• High standards of accuracy, integrity, confidentiality and accountability.
• Experience working in a regulated financial-services environment.
• Relevant qualifications or training in payments, banking, risk, fraud, compliance or business management are desirable.

Desirable experience and qualifications

• Experience managing a chargebacks, disputes, payments, fraud or transaction-processing team.
• Experience handling Visa and Mastercard chargeback rules and arbitration processes.
• Experience working with payment-processing, dispute-management or workflow systems.
• Experience producing management information and analysing operational performance.
• Experience supporting audits, risk reviews, regulatory activity or control testing.
• Experience leading process improvements, automation or operational-change initiatives.
• Relevant qualification or formal training in payments, financial services, risk, fraud, compliance or people management.

Success in the role

Success will be demonstrated through:

• Accurate and timely resolution of chargeback cases.
• Strong performance against service-level and quality measures.
• Effective management of operational risk and financial exposure.
• Improved colleague capability, engagement and productivity.
• Clear and reliable management information.
• Positive stakeholder relationships and effective escalation management.
• Continuous improvement in customer outcomes, recovery rates and process efficiency.

Key Qualifications & Skills

• Graduate or equivalent.
• Required two years of work experience that includes customer contact & Card Disputes.
• Excellent interpersonal skills with the ability to communicate with customers and external parties.
• Highly effective and demonstrated oral and written communication skills.
• Sound knowledge of MS office( MS Excel, MS Word etc)

What additional skills will be good to have?

• Proven critical thinking, personal organizational and time management skills.
• Ability to promote and foster team building through demonstrated leadership.

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