We are seeking a motivated and hands-on Team Leader / TeamManager to lead a small but high-performing team responsible for managing transaction disputes, clearing & settlement processes, and customer service requests. This role is ideal for someone with a strong operational background in fintech or digital banking, who is ready to take the next step into leadership.
Key Responsibilities:
Disputes Management
Supervise the end-to-end resolution of transaction disputes across digital channels (UPI, IMPS, cards, wallets). • Ensure adherence to regulatory timelines (e.g., NPCI, RBI) and internal SLAs. • Act as a point of escalation for complex or high-value disputes. • Analyze dispute trends and recommend preventive measures.
Clearing & Settlement
Oversee daily clearing and settlement operations for real-time and scheduled transactions. • Ensure accurate reconciliation of transactions with partner banks, payment processors, and internal systems. • Identify and resolve settlement mismatches or failures in coordination with tech and finance teams. • Support automation and process optimization initiatives.
Service Request Management
Manage a team handling customer and partner service requests via CRM platforms (e.g., Zendesk, Freshdesk). • Monitor ticket queues, assign priorities, and ensure timely resolution. • Collaborate with cross-functional teams to resolve recurring issues and improve customer experience. • Track and report on service metrics and team performance.
Leadership & Team Management
Lead, coach, and mentor a team of 4–8 analysts or associates. • Conduct regular performance reviews and provide feedback and training. • Foster a culture of accountability, collaboration, and continuous improvement. • Support the Operations Manager in strategic planning and reporting
Qualifications
Bachelor’s degree in Commerce • 8–10 years of experience in fintech, digital banking, or financial operations. • At least 2–4 years of experience in a team lead or supervisory role. • Strong understanding of digital payment systems (UPI, IMPS, NEFT, card networks). • Familiarity with reconciliation tools, CRM systems, and dispute management workflows
Key Skills
Leadership and team coordination • Operational excellence and attention to detail • Strong communication and stakeholder management • Analytical thinking and problem-solving • Customer-first mindset with a focus on service quality
R-10366382
