Supervisor (Assistant Manager)- Mastercard Chargeback

NTT DATA, Inc.; Gurugram District; On-site; INR 1,200,000 - 1,600,000; Full time

Job summary

NTT DATA, Inc. in Gurugram seeks a seasoned team lead for dispute/chargebacks support. You will manage coaching, QA, and day-to-day operations, ensuring service levels and effective staff development in a fast-paced financial services environment.

The role requires 5–9 years in financial services, strong customer focus, and excellent communication. Office-based with business hours and US shift rotation.

Qualifications

• 5–9 years’ experience in the financial industry.
• 5–9 years’ experience in Dispute/Chargebacks Handling preferred.
• Strong customer focus and communication skills.

Responsibilities

• Support achievement of service levels and SLAs.
• Coach and provide feedback to agents on a monthly and ad-hoc basis.
• Assist with QA activities (daily/weekly/monthly).
• Provide day-to-day support and handle first-level escalations.

Skills

People Management

Customer Focus

Communication

Active listening

Negotiation

Detail-oriented

Time management

Decision making

Independent work

Multi-tasking

Organizational skills

Flexibility

Tools

MS Word

Excel

Outlook

PowerPoint

Teams

Job description

Position Status: Full Time Work from Office
Hours of Work: Business hours ( US Shift with Rotational week off)

Responsibilities:

• Support the accomplishment of all contracted service level targets/agreements.
• Manage monthly and ad-hoc agent coaching and feedback.
• Assist in daily, weekly, and monthly quality assurance activities.
• Provides day to day support to the team and handle first level escalations as they arise or are assigned.
• Identify opportunities to improve the efficiency and effectiveness of business processes and recommend to management.
• Identify areas of opportunity for staff to develop knowledge/skills/competencies necessary to complete their roles.
• Oversee and aid in new hire training and onboarding.
• Contribute to continuous learning activities promoting knowledge and skill development within the team.
• Assist in keeping all team members informed and up to date about all relevant and useful information.
• Act as a subject matter expert on projects/initiatives
• Act as a champion to the staff by raising ideas/concerns that contribute to the overall betterment of the team.
• Maintain relationships with internal and external clients.
• Frequent review of the MasterCard Worldwide Chargeback Guide to update and maintain knowledge of conditions and requirements for recovery purposes.

Requirements:

• People Management required.
• 5-9 years’ experience in the financial industry
• 5-9 years’ experience in Dispute/Chargebacks Handling preferred.
• Strong Customer Focus/Orientation
• Professional written and verbal communication skills
• Strong Active listening and negotiation skills
• Detail-oriented and ability to multi-task
• Strong organizational and time management skills
• Strong Decision-making skills and able to exercise sound judgment.
• Highly motivated with ability to work independently in a fast-paced environment.
• Flexible, reliable, conscientious, and able to follow directions.
• Proficiency in MS Word, Excel, Outlook, PowerPoint, and Teams.
• Previous experience with TS2 and TCS applications is an asset.