Senior Manager, Chargeback and Merchant Support Specialist

3 weeks ago


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

We are seeking a highly skilled and experienced Senior Manager to lead our Chargeback and Merchant Support operations. As a key member of our team, you will be responsible for planning, organizing, and managing the entire operation activities arising from both Chargeback and Merchant Services Supports.

Main Responsibilities
  • Ensure all operation activities are compliant with established policies, guidelines, card schemes, and regulators.
  • Monitor and evaluate the efficiency and effectiveness of service delivery methods and procedures, identifying opportunities for improvement.
  • Assume full management responsibility for daily activities, including customer and merchant dispute resolution, merchant acquiring operations, and merchant installment supports.
  • Mobilize resources to support merchant business program rollouts.
  • Develop and implement security measures to protect the Bank from operational risks.
  • Maintain technical knowledge by reviewing card schemes' publications.
  • Drive initiatives to increase productivity with fewer resources.
  • Monitor product and system developments against targets.
  • Lead teams in change processes to strengthen staff adaptability.
Incumbent Requirements
  • Degree holder in Business Administration or related discipline.
  • At least 8 years' relevant working experience in credit card operations, with a minimum of 3 years at a managerial level.
  • Familiarity with chargeback and merchant support operations.
  • Strong leadership skills, with hands-on experience managing complex and competing priorities.
  • Effective communication and presentation skills, with the ability to engage senior management and cross-functional stakeholders.
  • Pleasant, dynamic, initiative, and result-oriented.
  • Good command of written and spoken English and Chinese.
  • Proficient in MS Word and Excel, with a preference for those with experience in MACRO tools.


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