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Opportunity Awaits

Opportunity Awaits

Head of Dispute

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Publish Date Nov. 14, 2021 Location Melbourne | Australia Company WorldLine

The opportunity:

The Head of Dispute is reporting to the Head of Customer Services and is responsible for delivering Merchant Dispute and Chargeback processing within agreed SLAs and quality targets.  

This includes being contact person for various internal /external stakeholders, managing staff and monitoring performance of activities handled by nearshore dispute teams.   As Head of Dispute, you are responsible to coordinate and monitor the daily business, perform monthly KPI reports and other important figures related to dispute management.  

You ensure to be up to date with the latest regulations and their impact (e.g. tooling, terms and conditions, informing dispute teams), are driving continuous improvement of the process and tools and will be involved in different project representing dispute related activities/changes.  

Your day-to-day responsibilities include:  

  • You lead the onshore team and manage nearshore services.
  • You manage KPI’s, monitor Quality of Dispute and Chargeback process , provide root cause analysis and  take corrective actions  
  • You coordinate workload, provide planning and manage teams cost in line with budget 
  • You motivate, develop, inspire and train team members – facilitate conflict solving and collaboration 
  • You set targets, monitor efficiency and provide feedback to team members 
  • You recruit new team members  and take care of people administrative duties 
  • You personally deal with more complex enquiries and support your team on escalations and complaints 
  • You ensure accuracy of procedures and compliance with processes and regulations and are responsible  processes and policies are carried out to ensure efficiency in day to day work 
  • You challenge current methods of service delivery and identify, recommend and implement improvements. Keep up to date best practices to improve customer satisfaction and reduce costs. 
  • You build relations with internal stakeholders and external business partners 
  • You Coordinate and participate in global or local projects 

Signs of success:  

  • Delivery of agreed SLA/quality targets for the relevant processes in accordance with all internal procedures 
  • Ensure adequate level of competence and engagement within the team 
  • Ensure that all enquiries are dealt with in accordance with the performance and service standards 
  • Managing customer satisfaction using the First Time Right indicator 

Skills we can’t do without:  

  • You have a Masters degree or equal through experience 
  • You have experience in a  managerial position (responsible for team or BU) otherwise may have experience in coordinating complex organizational projects or deputy head role, preferably in financial and/or customer service areas, 
  • You have hands on experience in customer service areas, excellent knowledge of the business / processes 
  • You have a validated understanding of Stakeholder management.
  •  Able to develop trusted relationships, a strong internal network and use influence to drive change.  
  • You promote cohesive team effort by creating an environment of trust, open communication 
  • Strong management presentation skills – ability to effectively articulate complex data modelling topics to non-technical stakeholders
  • You show evidence of analytical and problem solving skills 

Skills we’d like:  

  • Hands-on experience with managing a larger operational team 
  • Managing nearshore/outsourced activities 
  • Knowledge of Business Process Methodology
  • Advanced Project Management 

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