P2 Associate Manager - RiskOps Chargeback

PayU; Gurugram District; On-site; INR 900,000 - 1,300,000; Full time

Benefits offered by this job

5000+ training courses accessible

Growth opportunities

Collaborative team environment

Job summary

PayU's RiskOps team seeks an Associate Manager for Chargeback in India to lead end-to-end dispute processes with Visa and Mastercard, ensuring timely, evidence-backed outcomes. You will own the win-rate performance and SLA adherence in collaboration with cross-functional groups.

You will work with Risk, Fraud, Customer Support, and Finance to reduce chargebacks, analyze data with SQL and Redash, and build dashboards. This role demands precision, initiative, and ownership.

Qualifications

• 2–4 years hands-on experience in chargeback operations, dispute management, or payment operations within fintech/bank/payments.
• Experience on Visa Resolve Online (VROL) and Mastercard dispute portals (MATCH/MDFS) for live case management.
• Strong SQL skills for data extraction, reporting, and investigations.
• Advanced Excel proficiency: pivot tables, VLOOKUP/XLOOKUP, conditional formatting, macros, dashboards.
• Knowledge of Visa/Mastercard reason codes, lifecycle stages, and representment timelines.
• Exceptional attention to detail; accurate dispute responses are critical.
• Strong time management to triage, prioritize, and meet deadlines.
• High ownership mindset and drive to improve win-rate outcomes.

Responsibilities

• Manage the full chargeback dispute lifecycle on Visa Resolve Online (VROL) and Mastercard portals (MATCH/MDFS).
• Represent PayU in dispute proceedings before issuing banks with evidence-backed responses.
• Coordinate with merchants to gather dispute evidence (receipts, delivery proofs, logs) within timelines.
• Monitor chargeback ratios and escalate when thresholds are approached with data.
• Partner with Risk, Fraud, Customer Support, and Finance to share dispute intelligence and strategies.
• Run SQL and Redash queries to extract data for evidence packages, trends, and dashboards.
• Build and maintain Excel trackers and dashboards tracking win/loss, ageing queues, and exposure.

Skills

SQL

Advanced Excel

Dispute management

VROL/MATCH/MDFS

Redash

Tools

Redash

Job description

Job Description:

About the Team:

The RiskOps team at PayU sits at the core of how we protect the business, our merchants, and the broader payments ecosystem. We are a cross-functional group of analysts, operations specialists, and risk strategists who work at the intersection of payments, fraud intelligence, and financial controls. Within RiskOps, the Chargeback function owns PayUs end-to-end dispute operations across Visa and Mastercard networks — defending revenue, maintaining network compliance, and building the systems and processes that keep our chargeback ratios well within programme thresholds. We move fast, work with real financial stakes, and partner closely with Risk, Fraud, Finance, and Customer Support to stay ahead of an ever-evolving dispute landscape.

About the Role:

As an Associate Manager – RiskOps (Chargeback), you will be PayUs primary representative in chargeback proceedings with issuing banks across Visa and Mastercard networks. You will own the dispute lifecycle from end to end — evidence collection, rebuttal drafting, portal submission, and outcome tracking — with direct accountability for win-rate performance and SLA adherence. This is a high-ownership, analytically demanding role that requires equal parts operational rigour and investigative thinking. Your work will have a measurable impact on revenue protection and merchant trust, and you will be expected to bring both precision and initiative to everything you do.

Responsibilities:

• Manage the full chargeback dispute lifecycle on Visa Resolve Online (VROL) and Mastercard dispute portals (MATCH / MDFS), ensuring every case is actioned within network-mandated deadlines without exception.
• Represent PayU in dispute proceedings before issuing banks — preparing and submitting structured, evidence-backed rebuttal responses that maximise the probability of a favourable ruling.
• Coordinate with merchants to gather compelling dispute evidence, including transaction receipts, delivery confirmations, customer communication logs, authorisation records, and refund proofs, all within stipulated timelines.
• Monitor chargeback ratios in real time; proactively flag when volumes or loss amounts approach Visa/Mastercard programme thresholds and escalates to senior stakeholders with supporting data.
• Partner cross-functionally with Risk, Fraud, Customer Support, and Finance teams to share dispute intelligence, align on response strategies, and drive company-wide chargeback reduction initiatives.
• Run SQL and Redash queries against transaction and dispute databases to extract, validate, and analyse data for evidence packages, trend reporting, and management dashboards.
• Build and maintain Advanced Excel trackers and dashboards covering win/loss rates, ageing dispute queues, financial exposure by merchant, and month-on-month KPI trends.

Must-Have

• 2–4 years of hands-on experience in chargeback operations, dispute management, or payment operations within a fintech, bank, or payment aggregator.
• Demonstrated, working experience on Visa Resolve Online (VROL) and Mastercard dispute portals (MATCH / MDFS) for live case management.
• Strong SQL skills — ability to write and optimise queries for transaction data extraction, dispute reporting, and analytical investigations.
• Advanced Excel proficiency — pivot tables, VLOOKUP/XLOOKUP, conditional formatting, macros, and operational dashboard construction.
• In-depth knowledge of Visa and Mastercard reason codes, chargeback lifecycle stages (first chargeback, pre-arbitration, arbitration), and representment timelines.
• Exceptional attention to detail — accuracy in dispute responses is non-negotiable; a single mis-stated figure can overturn a ruling.
• Strong time management and the ability to triage, prioritise, and execute under hard network deadlines.
• A high sense of ownership — you take full accountability for win-rate outcomes and continuously seek ways to improve.

Good to Have

• Prior experience with Indian payment gateways such as Razorpay, PayU, Cashfree, BharatPe, or similar, and familiarity with their dispute workflows.
• Exposure to fraud analytics or risk management tools (e.g., Feedzai, Kount, Sift, or equivalent).
• Working knowledge of RBI guidelines on customer dispute resolution, chargeback obligations, and the MDR ecosystem.

What we offer?

• A positive, get-things-done workplace
• A dynamic, constantly evolving space (change is par for the course – important you are comfortable with this)
• An inclusive environment that ensures we listen to a diverse range of voices when making decisions.
• Ability to learn cutting edge concepts and innovation in an agile start-up environment with a global scale
• Access to 5000+ training courses accessible anytime/anywhere to support your growth and development (Corporate with top learning partners like Harvard, Coursera, Udacity)

About us:

At PayU, we are a global fintech investor and our vision is to build a world without financial borders where everyone can prosper. We give people in high growth markets the financial services and products they need to thrive. Our expertise in 18+ high-growth markets enables us to extend the reach of financial services. This drives everything we do, from investing in technology entrepreneurs to offering credit to underserved individuals, to helping merchants buy, sell, and operate online. Being part of Prosus, one of the largest technology investors in the world, gives us the presence and expertise to make a real impact. Find out more at www.payu.in

Our Commitment to Building A Diverse and Inclusive Workforce

As a global and multi-cultural organization with varied ethnicities thriving across locations, we realize that our responsibility towards fulfilling the D&I commitment is huge. Therefore, we continuously strive to create a diverse, inclusive, and safe environment, for all our people, communities, and customers. Our leaders are committed to create an inclusive work culture which enables transparency, flexibility, and unbiased attention to every PayUneer so they can succeed, irrespective of gender, color, or personal faith. An environment where every person feels they belong, that they are listened to, and where they are empowered to speak up. At PayU we have zero tolerance towards any form of prejudice whether a specific race, ethnicity, or of persons with disabilities, or the LGBTQ communities.