Job Description
Senior Manager Disputes and Resolutions
Shanghai, China
About UsFrom an Australian-born company to a rapidly growing global business, we’re on the ride of a lifetime!We’re on a mission to be the world’s most loved way to pay. We love connecting our customers with brands they love and empowering them to spend their money and buy what they want in a responsible way. We’re all about building a high-performing team, where our teams come to work to be the best they can be. We are grounded in reality and work together to achieve the extraordinary.It’s a fast-paced business and that’s the way we love it. We know that world class talent is the only way to pave our future success, so come and work with some of the brightest minds and be part of the once in a lifetime ride.
The RoleAfterpay is looking for a dynamic, innovative and cross-functional Disputes and Resolutions Senior Manager to join our Risk and Analytics team. In this role, you will report directly to the Global Head of Merchant Risk and work cross functionally; you’ll lead the design, implementation and policy framework of Afterpay disputes and resolutions program to be in line with payments industry standards to deliver against Afterpay’s strategic priorities.The ideal candidate has drive, resilience, versatility, outstanding communication and leadership skills, is well-versed in the payments space, enjoys interdisciplinary collaboration, and knows how to roll out programs across regions in a challenging, vibrant and fast-paced environment.Key Responsibilities· Lead the design and implementation of disputes and resolutions program considering bestindustry practices for chargebacks and customer claims resolution.· Partner with the Intelligent Resolution sr product manager to ensure a succesful development and implementation of resolution programs.· Work closely with Operations, merchant risk analysts, product management and engineering teams to understand disputes handling and system/program needs· Design and delivery of all performance metrics and framework to track portfolio and disputes systems performance. Work closely with analytcs team for data driven enhancements· Participate actively in the design and contribute improvement ideas and processes to refine the merchandise chargebacks, disputes and resolution process· Take accountability for the smooth roll out of programs and Provide specialist guidance to internal stakeholders on the disputes management programAbout You· Strong organizational/time management skills and able to work effectively in a fast-paced environment· Strong problem solving and analysis skills, combined with effective judgment and communication skills· Solid project management skills, with the ability to handle multiple projects simultaneously and to tight deadlines· MS/MBA degree or equivalentor6+ years relevant experience in payment industry, financial services, merchant risk management, customer service programs, chargeback programs or 6+ years related experience if without MS/MBA degree.· Excellent communication (written and verbal) and interpersonal skills with the ability to negotiate and influence a range of senior stakeholders· Successful track record working within a cross-functional team, and across multiple stakeholders and geographies, to deliver project outcomes· Shows resilience, drive and commitment with the ability to work effectively in a constantly changing and pressured team environment
Job Specification