Senior Team Lead - Chargebacks

About the Role : The Senior Team Leader will supervise and lead a team of chargeback analysts, ensuring timely and accurate processing of card disputes in line with Visa/Mastercard and scheme guidelines. Responsibilities : Supervise and lead a team of chargeback analysts, ensuring timely and accurate processing of card disputes in line with Visa/Mastercard and scheme guidelines. Monitor daily work allocation, productivity, and quality metrics. Act as a point of escalation for complex or high-value chargeback cases. Ensure compliance with client SLAs, internal controls, and regulatory guidelines. Provide regular coaching, feedback, and performance reviews for team members. Prepare and deliver operational reports, trend analysis, and process improvements. Liaise with the Australian client for daily updates, issue resolution, and process alignment. Drive process improvement initiatives to increase efficiency and reduce errors. Conduct regular team huddles, skip-level meetings, and knowledge refreshers. Handle staffing, leave planning, and shift rosters in coordination with workforce teams. Qualifications : Graduate in any discipline; finance or commerce background preferred. 5–7 years of total experience with at least 3 years in a team-leading role handling chargebacks, disputes, or transaction processing. Strong knowledge of Visa, Mastercard, and EFTPOS dispute rules. Hands-on experience in Australian banking processes is highly preferred. Excellent communication and stakeholder management skills. Required Skills : Strong understanding of chargeback regulations. Excellent people management skills. Prior exposure to banking or financial services processes. Preferred Skills : Experience in Australian banking processes.

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