Assistant Manager – Merchant Disputes & Chargeback (Walk‑in Interview)

About the role

Infosys BPM is seeking an Assistant Manager to lead the delivery of merchant disputes and chargeback operations for a US portfolio. The role involves capacity planning, SLA management, stakeholder coordination and continuous improvement, with a mandatory on‑site presence in Bangalore.

Key responsibilities

• Manage daily staffing, rosters and skill‑based routing for US‑hour operations.
• Drive SLA/TAT, win‑rate, recovery and pre‑arbitration avoidance metrics while maintaining queue hygiene.
• Conduct 1:1 coaching, performance reviews and succession planning for a team of 12‑20 agents and SMEs.
• Handle escalations from merchants, acquirers and internal stakeholders, ensuring compliance with card‑network rules and evidence security.
• Lead automation initiatives, template rollouts and tool changes (VROL, Mastercom, CRM) and publish regular MIS reports with root‑cause analysis.

Required profile

• 6‑8 years of experience in disputes/chargeback handling, preferably with people‑leadership responsibilities.
• Proven ability to manage large teams and dotted‑line QA oversight.
• Strong understanding of card‑network rules, dispute metrics and client governance.
• Immediate joiners or candidates able to start within 15 days.

Required skills

• Advanced Excel
• Business Intelligence (BI) tools
• VROL
• Mastercom
• CRM platforms