Chargeback Operations Analyst

SHOPEE SINGAPORE PRIVATE LIMITED; Manila; On-site; PHP 550,000 - 850,000; Full time

Job summary

Shopee Singapore Private Limited is seeking a Chargeback Operations Analyst to manage end-to-end chargeback processing and card disputes across payment channels. You will coordinate with banks and payment partners, monitor queues for SLA adherence, and drive process improvements to minimize losses.

This role requires strong analytical skills, excellent communication, and stakeholder management to support risk, fraud, finance, and business teams in a fast-paced e-commerce environment.

Qualifications

• Bachelor's degree in Business, Finance, Economics, or related field.
• 3–5 years in payment operations, chargebacks, or card disputes.
• Strong analytical and problem-solving abilities.
• Excellent communication and stakeholder management skills.

Responsibilities

• Manage end-to-end chargeback and card dispute processing.
• Review and submit dispute responses with supporting documents on time.
• Coordinate with banks, payment partners, and internal teams on cases.
• Monitor queues to ensure SLA compliance and timely resolution.
• Prepare reports and analyze trends to reduce losses and improve recovery.

Skills

Analytical skills

Problem solving

Communication

Stakeholder management

Education

Bachelor's degree

Job description

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

About the Team:

The Chargeback Operations Analyst is responsible for managing chargeback and card dispute operations across payment channels. This role serves as the primary point of contact for chargeback-related matters, ensuring timely case handling, effective stakeholder coordination, accurate reporting, and continuous process improvements to minimize losses and maintain operational efficiency.

Job Description:

• Manage end-to-end chargeback and card dispute processing.
• Review and submit dispute responses and supporting documents within required timelines.
• Coordinate with banks, payment partners, and internal teams on chargeback cases and escalations.
• Monitor chargeback queues to ensure SLA compliance and timely resolution.

Stakeholder Management

• Serve as the main point of contact for chargeback-related concerns.
• Collaborate with Customer Service, Risk, Fraud, Finance, and Business teams to resolve issues and drive improvements.
• Support discussions and operational reviews with banks, acquirers, and payment partners.

Reporting & Analysis

• Monitor chargeback performance and key operational metrics.
• Prepare regular reports and analyze trends, root causes, and opportunities for improvement.
• Provide recommendations to reduce chargeback losses and improve dispute recovery rates.

Process Improvement

• Identify and implement process improvements to enhance operational efficiency and dispute handling.
• Develop and maintain operational procedures and documentation.
• Support testing and implementation of new chargeback and payment-related initiatives.

Requirements:

Required

• Bachelor's degree in Business, Finance, Economics, or a related field.
• 3–5 years of experience in payment operations, chargebacks, card disputes, or related functions.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management skills.

Preferred

• Experience working with banks, payment partners, or card payment operations.
• Familiarity with credit card disputes, transaction investigations, or fraud operations.
• Experience in e-commerce, fintech, or financial services.

Shopee is a leading e-commerce platform in Southeast Asia, Taiwan, and Brazil. Shopee promotes an inclusive and sustainable digital ecosystem by enabling businesses to digitalise and grow their online presence, helping more people access and benefit from digital services, and uplifting local communities.

Shopee is also a key contributor to the digital economy, with a firm commitment to helping homegrown brands and entrepreneurs succeed in e-commerce.

Shopee is part of Sea Limited (NYSE: SE), a global technology company. Sea’s mission is to better the lives of consumers and small businesses with technology through its three core businesses: Shopee, Garena, and Monee.

Shopee is a leading e-commerce platform in Southeast Asia, Taiwan, and Brazil. Shopee promotes an inclusive and sustainable digital ecosystem by enabling businesses to digitalise and grow their online presence, helping more people access and benefit from digital services, and uplifting local communities.

Shopee is also a key contributor to the digital economy, with a firm commitment to helping homegrown brands and entrepreneurs succeed in e-commerce.

Shopee is part of Sea Limited (NYSE: SE), a global technology company. Sea’s mission is to better the lives of consumers and small businesses with technology through its three core businesses: Shopee, Garena, and Monee.

What can I earn as an Operations Analyst