Debit Card Process: Senior Manager

Evalueserve · India

What you will be doing at Senior Manager

Subject Matter Expert (SME) to lead Debit Card Operations with a strong focus on Chargeback Operations, Dispute Management, Fraud Risk Mitigation, Reconciliation, and Regulatory Compliance. You will be responsible for driving operational excellence, ensuring adherence to card scheme regulations, managing fraud and dispute lifecycles, and enhancing customer experience while minimizing financial and operational risks. Core responsibilities will include:

• Lead end-to-end Debit Card Disputes, Chargeback, and Fraud Operations, ensuring compliance with regulatory and card network requirements.

• Manage customer dispute investigations in accordance with Regulation E (Reg E) and card network rules (Visa, Mastercard, Discover).

• Oversee chargeback processing, representment, arbitration support, and recovery activities to minimize financial losses.

• Drive fraud claim adjudication, transaction analysis, and resolution of unauthorized transaction cases.

• Ensure timely completion of customer credits, provisional credits, and dispute resolutions within established SLAs and compliance timelines.

• Monitor and manage debit card transaction exceptions, settlement breaks, and operational risk events.

• Lead reconciliation activities across card transactions, chargebacks, fraud recoveries, settlements, and general ledger accounts.

• Analyse dispute, fraud, and chargeback trends to identify root causes and implement preventive controls.

• Partner with stakeholders including Fraud Risk, Compliance, Claims, Operations, Product, Technology, and Card Networks to drive operational effectiveness.

• Ensure adherence to regulatory requirements, internal controls, audit standards, and risk management frameworks.

• Develop and maintain operational procedures, process controls, and governance mechanisms to support a high-quality customer experience.

Who are we looking for

Bachelor’s degree in business administration, finance, banking, or a related field

• 10 – 15+ years of relevant experience in banking operations, card operations / payments domain (credit /debit cards, prepaid)

• Proven experience in managing Debit Card Operations, Chargebacks, Fraud Management, and Reconciliation functions.

• Deep knowledge of Visa, Mastercard, Discover operating regulations.

• Understanding of card scheme monitoring programs and dispute compliance requirements.

• Strong exposure to: o Fraud operations (transaction monitoring tools, rule engines, AML basics) o Dispute & chargeback processes (knowledge of reason codes, representment, arbitration) o Experience in debit card reconciliation and settlement processes

• Experience in process improvement, automation, and operational transformation initiatives

• Lead and mentor high-operating teams.

• Establish robust performance management and capability-building frameworks.

• Foster a culture of customer-centricity, accountability, and continuous improvement.