Associate Director

Company Overview:

Position Overview:

The Associate Director of Operations will oversee and enhance the operational efficiency of our organization. Responsible for directing and supervising all operational functions, the Associate Director will ensure smooth service delivery and outstanding client satisfaction. This position demands a strategic outlook, adept leadership abilities, and comprehensive knowledge of technology services and solutions within the payments and dispute management sector. This role will report functionally to the Chief Delivery Officer.

Duties and Responsibilities:

·     Strategic Planning: Develop and implement operational strategies aligned with the company's overall objectives and growth plans within the payments industry.

·     Team Leadership: Lead, mentor, and inspire a high-performing operations team, fostering a culture of collaboration, innovation, and continuous improvement specific to chargeback processing and dispute management.

·     Process Optimization: Identify opportunities for streamlining and improving operational processes related to chargeback processing, enhancing efficiency, productivity, and quality of service delivery.

·     Project Management: Oversee the end-to-end delivery of solutions related to chargeback management, ensuring adherence to timelines, budgets, and quality standards. Lead the integration of data science methodologies into the dispute management process to optimize decision-making and drive revenue growth.

·     Client Relationship Management: Collaborate closely with the Sales and Client Success teams to ensure client expectations regarding chargeback processing are met and exceeded, fostering long-term partnerships, and driving customer satisfaction.

·     Resource Management: Manage and allocate resources effectively to optimize operational performance within the payments industry, achieving key performance indicators (KPIs) while meeting client expectations for chargeback resolution.

·     Collaboration: Work closely with cross-functional teams, including engineering, sales, and support, to ensure seamless coordination and alignment of efforts to deliver exceptional service in chargeback management.

·     Risk Management: Implement robust risk management practices specific to chargeback processing to identify, mitigate, and manage operational risks effectively. Develop contingency plans to address issues and minimize disruptions to project delivery.

·     Compliance: Ensure compliance with relevant regulatory requirements, industry standards, and internal policies and procedures within the payments and dispute management space.

·     Performance Monitoring: Establish metrics, dashboards, and reporting mechanisms to track and monitor operational performance related to chargeback processing, identifying areas for improvement, and taking proactive measures to address them.

·     Continuous Improvement: Drive a culture of continuous improvement within the operations team, fostering innovation and creativity to drive operational excellence in chargeback management.

·     Quality Assurance: Implement quality assurance processes and best practices specific to chargeback resolution to ensure the delivery of high-quality solutions that meet or exceed client expectations.

·     Technical Expertise: Serve as a subject matter expert in chargeback processing and dispute management within the payments industry, stay abreast of industry trends, emerging technologies, and best practices to guide the team in delivering innovative solutions.

·     Accountability and Reporting: Conduct periodic progress reviews with detailed reporting and business reviews, utilizing data-driven insights to perform gap analysis of projects, revenue, and profitability within the chargeback processing realm.

·     Client Service Level Agreement (SLA) Management: Create Client Service SLA Reports and actively participate in client meetings with operations and/or sales teams and other stakeholders. Ensure client SLAs for chargeback processing are met or exceeded monthly, with clear metrics and consequences for breaches. 

·    18+ years of strong operational/project/program management experience in a senior leadership role overseeing operations, preferably within the technology services or payments industry.

·     Bachelor's degree required in business management, engineering, e-finance, chargeback or related field experience, master's degree a plus.

·     Work experience related to Chargeback Management/Payment related process would be an added advantage.

·     Proven track record of successfully managing and optimizing operational functions to achieve business objectives.

·     Strong leadership and people management skills, with the ability to inspire and motivate teams to achieve excellence.

·     Excellent strategic planning, problem-solving, and decision-making abilities.

·     Exceptional communication, negotiation, and interpersonal skills.

·     In-depth knowledge of technology services and solutions, with a keen understanding of industry trends and best practices.

·     Demonstrated ability to drive change, foster innovation, and drive operational excellence.

·     Familiarity with BFSI process/US payment regulations will be an added advantage.

·     Should be able to work with different data sets for different clients from different industries.

·     Work schedule flexibility based on business needs of a multi-shift operation.

·     Strong quantitative analytical experience, with background in statistical modeling & analysis (Tableau/Power BI experience).