Manager, Chargeback & Refunds (UK)

at  Flutterwave

Flutterwave was founded on the principle that every African must be able to participate and thrive in the global economy. To achieve this objective, we have built a trusted payment infrastructure that allows consumers and businesses (African and International) make and receive payments in a convenient borderless manner.
The Role: Flutterwave is seeking a seasoned Manager, Chargeback and Refunds. This role is pivotal in ensuring the smooth processing of settlements and managing chargeback disputes effectively. You will be responsible for overseeing all aspects of settlement operations and chargeback processes within the organization. This individual will play a crucial role in ensuring accurate and timely settlement of transactions, as well as managing chargeback disputes effectively. The ideal candidate will have a strong background in financial operations, a thorough understanding of settlement procedures, and experience in managing chargeback processes in compliance with industry regulations.

REQUIRED COMPETENCY AND SKILLSET TO BE A WAVER:

• Bachelor’s degree in Business Administration, Finance, or a related field; advanced degree preferred.
• Minimum of 7 years of experience in settlements, chargebacks, or financial operations within the payments industry.
• In-depth knowledge of payment processing systems, settlement procedures, and chargeback regulations.
• Strong analytical skills with the ability to interpret complex data and derive actionable insights.
• Excellent communication and interpersonal skills, with the ability to liaise effectively with internal and external stakeholders.
• Proven leadership experience with the ability to motivate and inspire a team to achieve exceptional results.
• Detail-oriented and highly organized, with a commitment to accuracy and efficiency.
• Proficiency in relevant software and tools, such as payment processing platforms, CRM systems, and Microsoft Office suite.
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• Settlement Processing:
• Work closely with the finance and operations teams to reconcile settlement transactions and address any discrepancies promptly.
• Develop and implement efficient settlement processes to streamline operations and minimize errors.
• Chargeback Management:
• Develop and maintain a comprehensive understanding of chargeback regulations and procedures across different payment networks and regions.
• Investigate and respond to chargeback disputes in a timely manner, ensuring compliance with relevant regulations and maximizing the chances of successful resolution.
• Implement strategies to minimize chargeback rates and fraud risk, including monitoring transaction patterns and identifying potential fraudulent activities.
• Stakeholder Communication:
• Serve as the primary point of contact for internal stakeholders, including customer support, sales, and product teams, regarding settlement and chargeback-related inquiries.
• Collaborate with external partners, including banks, payment networks, and regulatory bodies, to address settlement and chargeback issues effectively and ensure compliance with industry standards.
• Reporting and Analysis:
• Generate regular reports on settlement processing metrics, chargeback rates, and dispute resolution outcomes, providing insights to inform strategic decision-making.
• Conduct in-depth analysis of settlement and chargeback data to identify trends, patterns, and areas for improvement, and recommend actionable strategies to optimize performance.
• Team Leadership and Development:
• Lead and mentor a team of settlement and chargeback specialists, providing guidance, training, and support to ensure their professional growth and development.
• Foster a culture of excellence, collaboration, and continuous improvement within the team, driving high performance and achieving departmental goals.