Disputes Manager
We are seeking, on behalf of our client, an experienced Disputes Manager to lead the Disputes Team.
In this role, you will oversee dispute operations for issuing and acquiring clients, manage risk exposure, and ensure full compliance with card organization rules and procedures. You will also drive workflow improvements, deliver training, and maintain the in-house Disputes Management System.
Key Responsibilities:
- Lead and support the Disputes Team, ensuring adherence to Visa, Mastercard, Discover, and AMEX regulations.
- Manage dispute cases efficiently to minimise financial risk to the company.
- Monitor fraud patterns and trends, providing recommendations for process and system enhancements.
- Deliver coaching and training to teams and clients on dispute handling and internal systems.
- Collaborate with internal departments and clients to manage expectations and ensure high-quality service delivery.
- Develop, maintain, and improve dispute policies, procedures, and desk manuals.
- Oversee compliance, arbitration, and testing processes to align with card organization standards.
Requirements:
- Bachelors degree (or equivalent) in a related field.
- Minimum 4 years experience in Payment Services, with a strong focus on disputes operations.
- In-depth knowledge of card organization rules and regulations.
- Familiarity with dispute tools such as VROL, MasterCom, AMEX OptBlue, and Discover.
- Strong leadership and coaching abilities, with a proven track record of managing high-performing teams.
- Solid IT literacy and experience with payment or dispute management systems (advantageous).
- Customer-centric mindset with strong analytical and problem-solving skills.
Job Info:
- Type of Contract: Indefinite
- Salary: Depending on experience
- Benefits: Health insurance, mental health support, group discounts and access to in-house gym.
- Work Setting: Hybrid
- Working Days: Monday to Friday
- Working Hours: 08:30 - 17:00 (flexible)
- Candidate location: Must be already living in Malta
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