Associate Director

Chargeback Gurus; Chennai District; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Chargeback Gurus in Chennai is looking for an Associate Director – Operations to drive operational excellence and enhance service delivery in the payments industry. The ideal candidate has over 18 years of leadership experience and a strong background in chargeback management.

This senior role will focus on strategic planning and process optimization while managing high-performing teams to achieve operational goals. Strong leadership, analytical skills, and compliance knowledge are essential.

Qualifications

• 18+ years of strong operational/project/program management experience in a senior leadership role overseeing operations.
• Proven track record of optimizing operational functions to achieve business objectives.
• Strong leadership and people management skills.

Responsibilities

• Oversee and enhance operational efficiency of the organization.
• Develop and implement operational strategies aligned with the company’s objectives.
• Lead, mentor, and inspire a high-performing operations team.

Skills

Strategic planning

Team leadership

Process optimization

Project management

Client relationship management

Risk management

Technical expertise

Education

Bachelor’s degree in business management, engineering, e-finance, chargeback or related field

Master’s degree

Tools

Tableau

Power BI

Job description

Chargeback Gurus Fintech Pvt Ltd | Full time

Associate Director – Operations

Chennai City Corporation, India | Posted on 05/25/2026

Overview: The Associate Director of Operations will oversee and enhance the operational efficiency of the organization. Responsible for directing and supervising all operational functions, the Associate Director will ensure smooth service delivery and outstanding client satisfaction. This role requires a strategic outlook, strong leadership, and comprehensive knowledge of technology services and solutions within the payments and dispute management sector. This position reports functionally to the Chief Delivery Officer.

Duties and Responsibilities

• Strategic Planning: Develop and implement operational strategies aligned with the company’s objectives and growth plans within the payments industry.
• Team Leadership: Lead, mentor, and inspire a high-performing operations team, fostering collaboration, innovation, and continuous improvement related to chargeback processing and dispute management.
• Process Optimization: Identify opportunities to streamline and improve operational processes related to chargeback processing, enhancing efficiency, productivity, and service quality.
• Project Management: Oversee end-to-end delivery of chargeback management solutions, ensuring timelines, budgets, and quality standards. Lead the integration of data science methodologies into the dispute management process to optimize decision-making and drive revenue growth.
• Client Relationship Management: Collaborate with Sales and Client Success to meet and exceed client expectations for chargeback processing, fostering long-term partnerships and customer satisfaction.
• Resource Management: Manage and allocate resources to optimize operational performance, achieve KPIs, and meet client expectations for chargeback resolution.
• Collaboration: Work with cross-functional teams (engineering, sales, support) to ensure coordination and alignment to deliver exceptional chargeback management services.
• Risk Management: Implement robust risk management practices for chargeback processing, develop contingency plans, and minimize disruptions to project delivery.
• Compliance: Ensure compliance with regulatory requirements, industry standards, and internal policies in payments and dispute management.
• Performance Monitoring: Establish metrics, dashboards, and reporting to track operational performance and identify areas for improvement.
• Continuous Improvement: Drive a culture of continuous improvement within the operations team to achieve operational excellence.
• Quality Assurance: Implement QA processes and best practices for chargeback resolution to meet or exceed client expectations.
• Technical Expertise: Serve as a subject matter expert in chargeback processing and dispute management, stay current with industry trends and best practices.
• Accountability and Reporting: Conduct periodic progress reviews with data-driven insights to analyze projects, revenue, and profitability.
• Client SLA Management: Create client SLA reports and participate in client meetings to ensure SLAs are met or exceeded with clear metrics and breach consequences.
• SOP/SOW Maintenance: Develop and maintain SOPs/SOWs specific to chargeback processing and ensure alignment with operational objectives.

Qualifications

• 18+ years of strong operational/project/program management experience in a senior leadership role overseeing operations, preferably within technology services or payments.
• Bachelor’s degree in business management, engineering, e-finance, chargeback or related field; master’s degree is a plus.
• Experience related to Chargeback Management/Payment processes is an added advantage.
• Proven track record of optimizing operational functions to achieve business objectives.
• Strong leadership and people management skills with the ability to inspire teams to excellence.
• Excellent strategic planning, problem-solving, and decision-making abilities.
• Exceptional communication, negotiation, and interpersonal skills.
• In-depth knowledge of technology services and solutions with understanding of industry trends and best practices.
• Demonstrated ability to drive change, foster innovation, and drive operational excellence.
• Familiarity with BFSI processes/US payment regulations is an added advantage.
• Ability to work with varying data sets for different clients across industries.
• Flexible work schedule based on multi-shift business needs.
• Strong quantitative analytical experience with statistical modeling and analytics (Tableau/Power BI preferred).