Manager - Chargeback Operations

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About the role

As a Senior Chargeback Manager, you will build and lead a scalable chargeback and dispute service supporting issuing and ATM acquiring operations across multiple client types, processing platforms and regions. You will design the operating model, implement processes and tools, establish the team and manage the service day to day. This is a hands-on build-and-run role requiring both strategic ownership and operational delivery.

About the team

You will join a growing payments operations environment in Prague that is developing chargeback and dispute management as a dedicated service. The team supports banking clients, ATM network providers and direct customers, and works closely with product, engineering, customer support, fraud prevention, compliance, finance and commercial teams. You will lead chargeback specialists and provide direction to adjacent operational teams supporting reconciliation, payment application and accounts payable activities.

What you will be doing

• Design and implement end-to-end chargeback and dispute processes for issuing, ATM acquiring and direct-customer service lines, including case assessment, processing, communication and reporting.
• Own the chargeback operating model, workflows and tooling, and lead implementation with product teams and service clients.
• Build, lead and develop a team of chargeback specialists while maintaining service quality, engagement and clear performance expectations.
• Ensure processes comply with applicable card scheme rules and regulatory requirements, with appropriate governance, partner oversight, documentation and audit readiness.
• Establish operational plans, key performance indicators, risk assessments and improvement initiatives that increase automation, accuracy, scalability and cost efficiency.

What you will need

• Proven experience building or significantly scaling a chargeback or dispute management function across multiple client types or business lines.
• Expert working knowledge of card scheme dispute rules and chargeback lifecycles on both the issuing and acquiring sides.
• Experience managing outsourced service relationships and collaborating with clients and internal stakeholders.
• Demonstrated experience implementing operational tools, workflow automation or artificial intelligence solutions.
• Experience leading and developing specialist teams, with the ability to operate at both strategic and hands-on operational levels.

Added bonus if you have

• Experience across multiple regulatory regions, particularly European Union payment services.
• Working knowledge of reconciliation, payment application or accounts payable operations.
• Budget or profit-and-loss accountability within an operational function.

What we offer you

At FIS, you can learn, grow and make an impact in your career. Our benefits include:

• Flexible and creative work environment
• Diverse and collaborative atmosphere
• Professional and personal development resources
• Opportunities to volunteer and support charities
• Competitive salary and benefits

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Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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