The Cards Disputes Section Head is responsible for the overall leadership, management, and performance of the Cards Disputes Section. The role ensures the timely, accurate, and compliant delivery of dispute processing services supporting the Bank's credit and debit card businesses.

This position oversees daily operations while ensuring adherence to the Bank's internal policies, regulatory requirements, and card scheme rules. The role serves as the primary point of coordination with BancNet, MasterCard, Visa, member banks (acquirers and issuers), merchants, and internal units on system enhancements, operational requirements, interchange and compliance initiatives, and chargeback lifecycle management.

The Section Head maintains expert-level knowledge of card scheme dispute, chargeback, compliance, and arbitration rules to analyze and resolve complex cases, minimize financial exposure, and prevent scheme penalties. The role also leads project implementations and business initiatives, ensuring timely and effective delivery aligned with strategic objectives.

Duties And Responsibilities

3.1 Operational Efficiency – Provides timely, accurate, and efficient backroom processing services for the Unsecured Lending and Card Group covering credit and debit products by ensuring:

Prompt resolution of cardholder and merchant disputed transactions in compliance with Card Scheme rules, mandates, and updates.
Proper monitoring, reconciliation, and maintenance of subsidiary ledgers (SLs) under the Section's responsibility.
Timely disposition of float items within five (5) days from transaction date.
Accurate and timely submission of required regulatory and compliance reports to card
schemes, regulators, and relevant agencies.
Achievement and maintenance of the Unit's Service Level Agreements (SLAs) in line with approved Bank standards.
Supervision, coordination, and sign-off of User Acceptance Testing (UAT) related to dispute operations, systems, and process changes.
Proactive identification, escalation, and resolution of operational issues through close coordination with internal stakeholders and external partners.

3.2 Process Innovation / Customer Centricity – Supports business growth while ensuring operational efficiency and customer satisfaction by:

Continuously reviewing existing processes and recommending or implementing improvements to enhance quality, accuracy, and turnaround time.
Streamlining and aligning workflows to maximize productivity, reduce unit transaction cost (UTC), and eliminate operational waste.
Monitoring compliance with Service Quality standards and driving continuous improvement initiatives to enhance customer experience.

3.3 Cost Efficiency – Monitors controllable expenses and ensures that operational costs remain within the approved budget.

Optimizes utilization of resources, including manpower, facilities, and technology, to improve efficiency and control costs.
Identifies and supports cost-saving initiatives, automation opportunities, and technology enhancements without compromising service quality or compliance.

3.4 People Management – Builds and maintains a capable, flexible, and engaged team to support business growth and manage volume spikes.

Ensures appropriate staffing, cross-training, and succession planning to minimize operational risk during peak periods and unplanned absences.
Cultivates an inclusive, high-performance culture that encourages collaboration, accountability, and continuous learning.
Implements performance management, coaching, and rewards and recognition programs to motivate staff and prepare them for expanded responsibilities.

3.5 Risk Management – Ensures adherence to established policies, procedures, and internal controls to mitigate operational, financial, and compliance risks.

Conducts regular risk assessments to address changes in technology, regulations, and the operating environment.
Reviews and updates policies and procedures on a timely basis to improve efficiency and reduce turnaround times.
Develops and manages contingency plans and participates in regular disaster recovery and business continuity testing to ensure uninterrupted operations.

Qualifications

Background in handling disputes related to credit and debit cards.
Experience handling Visa, MasterCard, and BancNet dispute and chargeback processes is a plus
Strong analytical and problem-solving skills with the ability to handle complex dispute cases
Proven people management and leadership capabilities
Communication and customer service skills
Strong project management and process improvement skills
Effective written and verbal communication skills
Excellent stakeholder management and coordination skills across internal units and external partners

HEAD, CREDIT CARDS DISPUTES