P2 Associate Manager - RiskOps (Chargeback)

Wibmo Inc.; Gurugram District; On-site; INR 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Positive workplace

Dynamic, evolving space

Inclusive environment

Access to 5000+ training courses

Job summary

PayU is seeking an Associate Manager – RiskOps (Chargeback) to lead end-to-end dispute proceedings with issuing banks on Visa/Mastercard networks. You will own evidence collection, rebuttal drafting, portal submission, and outcome tracking, accountable for win-rate and SLAs.

The role requires analytical rigor, strong operational discipline, and collaboration across Risk, Fraud, Finance, and Customer Support to protect revenue and merchant trust.

Qualifications

• 2–4 years in chargeback operations or payment disputes within fintech/bank
• Experience with Visa Resolve Online and Mastercard portals for live case management
• Advanced SQL for data extraction and reporting
• Advanced Excel: pivot tables, VLOOKUP/XLOOKUP, macros, dashboards
• Knowledge of Visa/Mastercard reason codes and dispute lifecycles
• Attention to detail and deadline-driven
• Ownership mindset with focus on win-rate improvements

Responsibilities

• Manage full chargeback dispute lifecycle on Visa/ Mastercard portals with deadlines
• Represent PayU in dispute proceedings before issuing banks with structured rebuttals
• Coordinate with merchants to gather dispute evidence with timelines
• Monitor chargeback ratios and escalate near thresholds with data
• Collaborate with Risk, Fraud, Support and Finance on dispute intel and strategy
• Run SQL/Redash queries to extract data for evidence packs and dashboards
• Build and maintain Excel trackers for win/loss and KPI trends

Skills

Chargeback operations

SQL

Advanced Excel

Attention to detail

Time management

Ownership/accountability

Tools

VROL

MATCH / MDFS

Risk analytics tools (Feedzai/Kount/Sift)

Job description

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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 PayU's 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 PayU's 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 elevate 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.

Requirements:

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.