Operations Chargeback Head

Maya Bank, Inc.; Manila; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Maya Bank, Inc. is seeking an Operations Chargeback Head to own critical back-office processes for Issuing and Acquiring.

This leadership role focuses on dispute resolution across major card networks, ensuring on-time delivery and high-chargeback recovery while driving efficiency and automation. You will lead a skilled team, optimize processes, and collaborate with product and senior stakeholders to meet tight SLAs and audit requirements.

Qualifications

• Bachelor's degree in any 4-year Business course.
• At least 5 years of experience in card operations or chargeback operations.
• Strong knowledge of credit card chargeback rules across Visa, Mastercard, JCB, Amex.
• Excellent written, oral, and presentation skills.
• Ability to work efficiently in a dynamic, fast-paced environment with minimal supervision.
• Keen eye for detail and strong analytical skills.
• Confidence to articulate ideas and represent the team to other departments and senior management.

Responsibilities

• Oversee daily operations for Dispute Resolution and Chargebacks across all payment schemes.
• Ensure 95% on-time delivery within SLAs and maintain chargeback ratios within 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 repetitive tasks.

Skills

Written communication

Oral communication

Presentation skills

Analytical skills

Detail-oriented

Education

Bachelor's degree in any 4-year Business course

Job description

We're looking for anOperations Chargeback Headwho 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 forDispute Resolution and Chargebacksacross all payment schemes.
• Ensure95% on-time deliverywithin Service Level Agreements and maintain chargeback ratios within acceptable thresholds.
• DriveChargeback Recoveryperformance to at least 95%.
• Lead and develop a high-performing team, fostering growth and accountability.
• Identify opportunities forcost reductionthrough 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

• ABachelor's degreein any 4-year Business course.
• At least5 years of experiencein card operations or chargeback operations.
• Strong knowledge ofcredit card chargeback rulesacross major schemes (Visa, Mastercard, JCB, Amex).
• Excellentwritten, oral, and presentation skills.
• Ability to work efficiently in adynamic, fast-paced environmentwith minimal supervision.
• A keen eye for detail and strong analytical skills.
• Confidence toarticulate ideasand represent the team to other departments and senior management.