Dispute Resolution Manager

DEPARTMENT:      Digital Banking         

UNIT:                           Dispute Resolution

The Dispute Resolution Manager oversees and directs the resolution of disputes and chargebacks across card and electronic payment channels. The role ensures timely, accurate case handling, leads the dispute team, collaborates with internal and external stakeholders, and maintains compliance with regulatory and industry standards while improving processes, reducing risks, and enhancing customer experience.

i.            Oversee the review and evaluation of transaction details and supporting documents to determine the validity and appropriate handling of disputes and chargebacks.

ii.            Provide guidance and direction in liaising with customers, merchants, and financial institutions to ensure the efficient gathering of evidence and effective resolution of cases.

iii.            Ensure all dispute and chargeback cases are properly logged, monitored, and resolved within established regulatory and internal timelines.

iv.            Collaborate with fraud prevention and risk teams to identify emerging patterns, strengthen controls, and reduce exposure to fraudulent activities.

v.            Ensure full compliance with banking regulations, card scheme rules, and internal policies across all dispute-related processes.

vi.            Review and present periodic reports on dispute trends, resolution performance, financial impact, and aging cases to senior management.

vii.            Work with IT, operations, and payment system teams to resolve transaction errors and implement corrective and preventive measures to improve process efficiency.

viii.            Oversee customer communication standards, ensuring clear explanations of dispute procedures and timely updates on case status.

ix.            Lead training, coaching, and awareness programs for staff and internal stakeholders on dispute management, chargeback rules, and process improvements.

x.            Perform any other managerial duties as assigned to support operational efficiency and organizational objectives.

1. Percentage of disputes and chargebacks correctly assessed and resolved.
2. Ensure all chargebacks are reported and treated within regulatory timeframes, with zero breaches.
3. Reduction in fraud-related disputes and effective implementation of preventive measures.
4. Effectiveness of collaboration with internal/external stakeholders and customer satisfaction with dispute handling.
5. Implementation of system/process improvements and effectiveness of staff training programs.

Education: Bachelor’s degree in Banking & Finance, Accounting, Business Administration, or a related field. A Master’s degree or professional certifications in risk management, payments, or compliance is a plus.

Experience: Minimum of 5 years of progressive experience in dispute resolution, chargeback management, fraud analysis, or related banking and payments operations, with demonstrated leadership or supervisory experience preferred.

·         Strong understanding of card schemes (Mastercard, Verve) and payment regulations/Compliance standards.

·         Experience working with dispute management tools and banking platforms.

·         Understanding of fraud trends, risk management, and prevention techniques

·         Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).

·         Excellent analytical and problem-solving skills.

·         Proficiency in payment systems and dispute management tools

·         Strong communication and negotiation skills.

·         Ability to work under pressure and meet strict deadlines.

·         Attention to detail and high level of accuracy

·         Customer-centric approach to dispute handling.