The
Debit Cards Disputes Unit Head is responsible for planning, managing, and overseeing end‑to‑end debit card dispute operations, ensuring that all established procedures and processes are consistently executed in compliance with the Bank’s internal policies, regulatory requirements, and applicable card scheme rules.
The role serves as the primary coordination point with BancNet, MasterCard, member banks (acquirers and issuers), merchants, and internal units on system and operational requirements, scheme updates, interchange and compliance initiatives, and the resolution of debit card chargeback, compliance, and arbitration cases.
The Unit Head maintains expert knowledge of debit card scheme rules and dispute frameworks to analyze complex cases, provide impartial resolutions, minimize financial and operational risk, and prevent penalties and recurring customer complaints.
Duties And Responsibilities
3.1 Operational Efficiency – Provide timely, accurate, and efficient backroom processing support for debit card products by ensuring the following:
- Timely resolution of debit cardholders’ and merchants’ disputed transactions in full compliance with card scheme rules, mandates, and updates.
- Management of dispute investigations within agreed Turnaround Times (TAT), ensuring
impartial case disposition based on facts, evidence, and complete documentation.
- Collaboration with internal units and external business partners to achieve operational and service objectives.
- Handling of escalated debit dispute cases from branches, senior management, regulators, and other government agencies.
- Delivery of fair and consistent resolutions to debit dispute cases while identifying process gaps and control weaknesses to prevent recurring complaints and reduce financial and risk exposure.
- Proper distribution and assignment of endorsed debit dispute special cases to Fraud Case Specialists and Assistants, ensuring resolution within prescribed TATs.
- Regular reporting of dispute trends, including special and high‑risk cases, and conduct of training or briefings for internal and external stakeholders.
- Monitoring and reconciliation of subsidiary ledgers (SLs) under the Unit’s responsibility.
- Disposition of float items within five (5) days from transaction date.
- Timely and accurate submission of required regulatory, compliance, and scheme‑mandated reports.
- Achievement and maintenance of Unit Service Levels in accordance with agreed Bank standards.
- Supervision and approval of User Acceptance Testing (UAT) and implementation activities related to dispute systems and processes.
- Proactive identification, coordination, and resolution of operational issues through close collaboration with relevant internal units.
3.2 Process Innovation / Customer Centricity – Support business growth while maintaining cost efficiency by:
- Continuously reviewing existing processes and implementing improvements to enhance efficiency, control, and customer experience.
- Streamlining and aligning workflows to maximize productivity, reduce unit transaction cost (UTC), and eliminate rework and operational waste.
- Monitoring Service Quality standards to ensure consistent delivery and drive continuous improvement.
3.3 Cost Efficiency – Monitor controllable expenses and ensure operational costs remain within the approved budget.
- Optimize the utilization of resources, including manpower, facilities, and technology, to improve operational efficiency.
- Identify opportunities for automation, digitalization, and cost‑saving initiatives in support of operational objectives.
3.4 People Management – Build, manage, and develop a skilled and engaged team capable of supporting volume fluctuations and business growth.
- Ensure staffing adequacy, cross‑training, and succession planning to minimize service disruption during peak periods and unscheduled absences.
- Foster an inclusive, performance‑oriented culture that promotes accountability, collaboration, and continuous development.
- Implement coaching, performance management, and rewards and recognition programs to motivate staff and prepare them for higher responsibilities.
3.5 Risk Management – Ensure strict adherence to approved policies, procedures, and internal controls to mitigate operational, financial, and compliance risks.
- Conduct regular risk assessments to address changes in technology, regulations, and the operating environment.
- Review and update procedures and policies in a timely manner to improve operational efficiency and reduce turnaround times.
- Manage contingency planning and participate in regular disaster recovery and business continuity testing to ensure uninterrupted operations.
Qualifications
- At least 1 year background in handling disputes related to debit cards.
- Strong knowledge of debit card dispute, chargeback, compliance, and arbitration processes
- Working knowledge of BancNet and MasterCard rules and regulations
- Understanding of banking operations, settlement, reconciliation, and fraud risk management
- Familiarity with regulatory and compliance requirements affecting debit card operations
- Knows budget control methods.
- Knowledge of bank’s policies and rules.
- Can challenge existing processes and implement process improvements.
