Process Manager - Retail Operations RCC Dispute

Job Requirements

About the Role

The Process Manager – Retail Operations RCC Dispute (E) in the Recon, Compliance & Controls department is responsible for managing customer-reported complaints and disputes in accordance with regulatory and network-defined guidelines. The role focuses on enhancing the complaint resolution framework, driving root cause analysis, improving turnaround times (TAT), and ensuring accurate and compliant dispute handling. The position requires strong process knowledge, stakeholder coordination, and leadership capabilities.

Key Responsibilities

Primary Responsibilities

• Possess deep understanding of complaint handling and resolution requirements.
• Work with external regulatory bodies for issue handling and monitoring.
• Resolve first-level chargebacks and manage branch/email dispute queries.
• Prepare MIS reports and dispute vouchers.
• Handle customer disputes related to channel and digital banking platforms.
• Ensure accurate closure of disputes with zero processing errors.
• Raise correct chargebacks and resolve customer complaints as per defined SOPs.
• Submit timely and accurate data to finance, concurrent audit, and internal audit teams.
• Liaise with vendor support, networks, and peers; communicate effectively with senior management.
• Utilize network-provided systems and demonstrate proficiency in MS Office tools.
  
  

Secondary Responsibilities

• Demonstrate strong stakeholder coordination skills.
• Understand and deliver critical activities within specified timelines.
• Maintain thorough understanding of network dispute guidelines.
  
  

Managerial & Leadership Responsibilities

• Manage and drive the customer dispute resolution process as defined by regulators and networks.
• Maintain detailed knowledge of relevant processes, guidelines, and rules.
  
  

What We Are Looking For

Education

• Graduate: Graduate in any discipline from a recognized institution.
  
  

Experience

• Minimum 2 years of relevant experience in customer dispute handling, preferably in digital or channel banking.
  
  

Skills and Attributes

• Strong communication and interpersonal skills.
• Proficiency in MS Office and network-based systems.
• Good understanding of digital banking products and regulatory guidelines.
• Ability to manage vendor relationships and coordinate with internal and external stakeholders.
• Attention to detail and commitment to error-free processing.
• Analytical mindset with the ability to manage multiple assignments efficiently.
• Experience in managing and driving dispute resolution processes.