Senior Manager, Chargebacks & Refunds at Flutterwave

The Role: 

We are seeking an experienced and dynamic professional to join our team as a Senior Manager, Chargebacks & Refunds. The successful candidate will be responsible for leading and managing the chargebacks and refunds processes, ensuring compliance with industry regulations, and implementing strategies to minimize chargeback risks. This role requires a strategic thinker with a strong background in payments, excellent leadership skills, and a passion for driving operational excellence.

Responsibilities include but are not limited to:

Chargeback and Refund Management:

• Oversee the end-to-end chargeback and refund process, ensuring timely and accurate resolution of customer disputes.
• Develop and implement policies and procedures to effectively manage chargebacks and refunds, minimizing financial impact on the business.

Compliance and Risk Management:

• Stay abreast of industry regulations and compliance requirements related to chargebacks and refunds.
• Implement and enforce strategies to mitigate risks associated with chargebacks, fraud, and disputes.

Team Leadership:

• Lead and mentor a team of chargeback and refund specialists, fostering a collaborative and high-performance work environment.
• Conduct regular training sessions to keep the team updated on industry trends, regulations, and best practices.

Data Analysis and Reporting:

• Utilize data analytics tools to monitor chargeback trends, identify patterns, and implement preventive measures.
• Prepare and present regular reports to senior management, highlighting key performance indicators and areas for improvement.

Collaboration:

• Work closely with cross-functional teams, including customer support, finance, and product development, to enhance the overall customer experience and reduce chargeback rates.

Required competency and skill set to be a waver:

• Bachelor's degree in Business, Finance, or a related field. Advanced degree is a plus.
• Minimum 10 years' working experience in chargeback and refund management within the financial technology or payment industry.
• Strong understanding of payment systems, regulations, and industry best practices.
• Excellent leadership and team management skills.
• Analytical mindset with the ability to interpret complex data.
• Effective communication and interpersonal skills.