Company Overview:

Position Overview:

The Associate Director of Operations will oversee and enhance the operational efficiency of our
organization. Responsible for directing and supervising all operational
functions, the Associate Director will ensure smooth service delivery and outstanding
client satisfaction. This position demands a strategic outlook, adept
leadership abilities, and comprehensive knowledge of technology services and
solutions within the payments and dispute management sector. This role will
report functionally to the Chief Delivery Officer.

Duties and Responsibilities:

·     Strategic
Planning: Develop and implement
operational strategies aligned with the company's overall objectives and growth
plans within the payments industry.

·     Team
Leadership: Lead, mentor, and
inspire a high-performing operations team, fostering a culture of
collaboration, innovation, and continuous improvement specific to chargeback
processing and dispute management.

·     Process
Optimization: Identify
opportunities for streamlining and improving operational processes related to
chargeback processing, enhancing efficiency, productivity, and quality of
service delivery.

·     Project
Management: Oversee the
end-to-end delivery of solutions related to chargeback management, ensuring
adherence to timelines, budgets, and quality standards. Lead the integration of
data science methodologies into the dispute management process to optimize
decision-making and drive revenue growth.

·     Client
Relationship Management: Collaborate closely with the Sales and Client Success teams to ensure client
expectations regarding chargeback processing are met and exceeded, fostering
long-term partnerships, and driving customer satisfaction.

·     Resource
Management: Manage and allocate
resources effectively to optimize operational performance within the payments
industry, achieving key performance indicators (KPIs) while meeting client
expectations for chargeback resolution.

·     Collaboration: Work closely with cross-functional teams,
including engineering, sales, and support, to ensure seamless coordination and
alignment of efforts to deliver exceptional service in chargeback management.

·     Risk
Management: Implement robust
risk management practices specific to chargeback processing to identify,
mitigate, and manage operational risks effectively. Develop contingency plans
to address issues and minimize disruptions to project delivery.

·     Compliance: Ensure compliance with relevant regulatory
requirements, industry standards, and internal policies and procedures within
the payments and dispute management space.

·     Performance
Monitoring: Establish metrics,
dashboards, and reporting mechanisms to track and monitor operational
performance related to chargeback processing, identifying areas for
improvement, and taking proactive measures to address them.

·     Continuous
Improvement: Drive a culture of
continuous improvement within the operations team, fostering innovation and
creativity to drive operational excellence in chargeback management.

·     Quality
Assurance: Implement quality
assurance processes and best practices specific to chargeback resolution to
ensure the delivery of high-quality solutions that meet or exceed client
expectations.

·     Technical
Expertise: Serve as a subject matter
expert in chargeback processing and dispute management within the payments
industry, stay abreast of industry trends, emerging technologies, and best
practices to guide the team in delivering innovative solutions.

·     Accountability
and Reporting: Conduct periodic
progress reviews with detailed reporting and business reviews, utilizing
data-driven insights to perform gap analysis of projects, revenue, and
profitability within the chargeback processing realm.

·     Client
Service Level Agreement (SLA) Management: Create Client Service SLA Reports and actively participate in client
meetings with operations and/or sales teams and other stakeholders. Ensure
client SLAs for chargeback processing are met or exceeded monthly, with clear
metrics and consequences for breaches. 

·    18+ years of strong operational/project/program management experience
in a senior leadership role overseeing operations, preferably within the
technology services or payments industry.

·     Bachelor's degree required in business management, engineering,
e-finance, chargeback or related field experience, master's degree a plus.

·     Work experience related to Chargeback Management/Payment related
process would be an added advantage.

·     Proven track record of successfully managing and optimizing
operational functions to achieve business objectives.

·     Strong leadership and people management skills, with the ability to
inspire and motivate teams to achieve excellence.

·     Excellent strategic planning, problem-solving, and decision-making
abilities.

·     Exceptional communication, negotiation, and interpersonal skills.

·     In-depth knowledge of technology services and solutions, with a keen
understanding of industry trends and best practices.

·     Demonstrated ability to drive change, foster innovation, and drive
operational excellence.

·     Familiarity with BFSI process/US payment regulations will be an
added advantage.

·     Should be able to work with different data sets for different
clients from different industries.

·     Work schedule flexibility based on business needs of a multi-shift
operation.

·     Strong quantitative analytical experience, with background in
statistical modeling & analysis (Tableau/Power BI experience).