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Senior Chargeback Operations Manager

2 months ago

Hong Kong, Central and Western District, Hong Kong SAR China Dah Sing Bank Full time

As a pivotal member of the Credit Card division, you will oversee the strategic planning, organization, and management of all operational activities related to Chargeback and Merchant Services Support. Your role will also encompass delivering complex operational support to various cross-functional teams and departments.

Main Responsibilities:

  • Ensure compliance with established policies, guidelines, card schemes, and regulatory requirements across all operational activities.
  • Assess and enhance the efficiency and effectiveness of service delivery methods, continuously identifying opportunities for improvement.
  • Take full responsibility for daily operations, including resolving customer and merchant disputes, managing merchant acquiring operations, and providing merchant installment support.
  • Allocate resources effectively to facilitate the rollout of merchant business programs.
  • Develop and implement security measures to safeguard the Bank against operational risks.
  • Stay updated with technical knowledge by reviewing publications from card schemes.
  • Lead initiatives within teams to boost productivity while optimizing resource usage.
  • Track the progress of product and system developments against established targets.
  • Utilize operational expertise to guide teams through change processes, enhancing staff adaptability.
  • Support the Department Head by undertaking assigned roles and responsibilities.

Incumbent Requirements:

  • Degree in Business Administration or a related field.
  • A minimum of 8 years of relevant experience in credit card operations, including at least 3 years in a managerial capacity.
  • Proficient understanding of chargeback and merchant support operations.
  • Demonstrated leadership skills with hands-on experience managing complex and competing priorities.
  • Strong communication and presentation skills for engaging with senior management and cross-functional stakeholders.
  • Dynamic, proactive, and results-oriented personality.
  • Fluent in written and spoken English and Chinese.
  • Proficient in MS Word and Excel; experience with MACRO tools is preferred.