Our client, a leading software development company catering to the financial services industry, is seeking an experienced Disputes Manager to lead their Disputes Team based in Malta. In this role, the individual will oversee dispute operations for both issuing and acquiring clients, manage risk exposure, and ensure compliance with card organization regulations. The role also involves driving workflow improvements, delivering training, and maintaining the company’s in-house Disputes Management System.

Duties & Responsibilities

• Lead and support the Disputes Team, ensuring compliance with regulations from Visa, Mastercard, Discover, and AMEX.
• Effectively manage dispute cases to minimize financial risk to the company.
• Monitor fraud patterns and trends, recommending necessary process and system enhancements.
• Provide coaching and training to both teams and clients on dispute handling and the company’s systems.
• Collaborate with internal teams and clients, managing expectations and ensuring excellent service delivery.
• Own and maintain dispute policies, procedures, and desk manuals.
• Oversee compliance, arbitration, and testing processes to ensure alignment with card organization standards.

Requirements

• Bachelor's degree (or equivalent) in a related field.
• 4+ years of experience in Payment Services, with a focus on disputes operations.
• Strong knowledge of card organization rules and regulations.
• Familiarity with dispute tools such as VROL, MasterCom, AMEX OptBlue, and Discover.
• Strong leadership and coaching skills, with the ability to inspire high performance.
• Excellent communication skills, both written and verbal.
• Solid IT literacy, with experience in payment or dispute management systems considered a plus.
• A customer-centric mindset, with strong analytical and problem-solving abilities.