Chargeback Head

Maya; Mandaluyong; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Maya, based in the Philippines, seeks an experienced Operations Chargeback Head to lead back-office dispute resolution and chargebacks for Issuing and Acquiring. You will oversee cross-scheme operations, drive on-time performance, and push for recovery targets.

You will build and mentor a high-performing team, identify automation opportunities, and collaborate with product and senior leadership. The role emphasizes process improvement, risk mitigation, and scalable operations in a fast-paced

Qualifications

• Bachelor’s degree in any 4-year business course.
• Extensive experience in card/chargeback operations.
• Strong knowledge of major card schemes’ chargeback rules.
• Able to work with minimal supervision.
• Detail-focused with strong analytical skills.

Responsibilities

• Oversee daily operations for dispute resolution and chargebacks across all payment schemes.
• Ensure 95% on-time delivery within SLAs and maintain chargeback ratios.
• Drive Chargeback Recovery performance to 95%.
• Lead and develop a high-performing team.
• Identify opportunities for cost reduction via process improvements and automation.
• Represent the team in operational requirement gatherings for new products and services.
• Remediate high audit findings promptly.
• Continuously improve repetitive processes.

Skills

Leadership

Card operations

Chargeback operations

Visa rules

Mastercard rules

JCB rules

Amex rules

Analytical skills

Detail-oriented

Stakeholder communication

Education

Bachelor's degree in business

Job description

Are you ready to lead a team that drives operational excellence in dispute resolution and chargebacks?

We're looking for an Operations Chargeback Head who can take ownership of critical back-office processes for both Issuing and Acquiring businesses. If you thrive in fast-paced environments and love finding smarter ways to work, this role is for you.

What You Will Do

• Oversee daily operations for Dispute Resolution and Chargebacks across all payment schemes.
• Ensure 95% on-time delivery within Service Level Agreements and maintain chargeback ratios within acceptable thresholds.
• Drive Chargeback Recovery performance to at least 95%.
• Lead and develop a high-performing team, fostering growth and accountability.
• Identify opportunities for cost reduction through process improvements and automation.
• Represent the team in operational requirement gatherings for new products and services.
• Remediate high audit findings promptly and effectively.
• Continuously enhance existing processes, especially those that involve repetitive tasks.

What You Need to Succeed

• A Bachelor's degree in any 4-year Business course.
• Seasoned expertise in card operations or chargeback operations.
• Strong knowledge of credit card chargeback rules across major schemes (Visa, Mastercard, JCB, Amex).
• Ability to work efficiently in a dynamic, fast-paced environment with minimal supervision.
• A keen eye for detail and strong analytical skills.
• Confidence to articulate ideas and represent the team to other departments and senior management.