ACCA职在四方：Chargeback Manager

Travix

信息技术/互联网/游戏

Travix为携程集团全资子公司。 携程旅行网创立于1999年，总部设在中国上海，员工30000余人，目前公司已在北京、广州、深圳、成都、杭州、南京、厦门、重庆、青岛、沈阳、武汉、三亚、丽江、香港、南通17个城市设立分支机构，在南通设立服务联络中心。2010年，携程旅行网战略投资台湾易游网和香港永安旅游，完成了两岸三地的布局。2014年，投资途风旅行网，将触角延伸及北美洲。 作为中国领先的综合性旅行服务公司，携程成功整合了高科技产业与传统旅行业，向超过2.5亿会员提供集无线应用、酒店预订、机票预订、旅游度假、商旅管理及旅游资讯在内的全方位旅行服务，被誉为互联网和传统旅游无缝结合的典范。 凭借稳定的业务发展和优异的盈利能力，CTRIP于2003年12月在美国纳斯达克成功上市，上市当天创纳市3年来开盘当日涨幅至高纪录。 今日的携程在在线旅行服务市场居领先地位，成为全球市值前三的在线旅行服务公司。

*Develop the Chargeback strategy, policies, and procedures to minimize the revenue loss.

*Responsible and accountable for the KPIs: Chargeback Ratio, Chargeback Win Ratio, Chargeback costs and insurance, team productivity, and SLAs.

*Manage chargeback costs budget, invoice approval, and explain and act upon the deviations between the operational and financial data.

*Manage and oversee the daily operations of a team of chargeback specialists to achieve business goals and effectively manage chargebacks/disputes and reputational risk.

*Serve as a liaison for your chargebacks team. Collaborate with leaders across the organization to learn about new risks, capitalize on new opportunities, remove roadblocks, and ensure effective execution to meet all KPIs.

*Actively monitor, analyze, and report on the effectiveness of the chargeback team's performance.

*Coach and develop high-performing teams by understanding and facilitating team dynamics, recognizing, and developing great talent, recommending, and implementing process improvements, and ensuring you have an engaged team.

*Be the subject matter expert on disputes and chargebacks by keeping yourself fully informed and fluent in every aspect of the payments industry, having a thorough understanding of card scheme rules and regulations, and keeping track of changes and any shifting benchmarks that could impact Travix revenue. Also, acquiring a thorough understanding of the travel business and chargebacks in MOR and non-MOR contexts.

*Organize and track dispute data and analysis to effectively respond to and manage disputes, team productivity, and create the story-telling to influence other areas in the organization.

*Ensure the company maintains documentation that can be used as compelling evidence in a given dispute.

*Partnership management with acquirer banks, issuers, schemes, PSPs, and other vendors, or even cardholders in topics related to dispute and chargeback domain.

*Create and Lead the chargeback mitigation plans related to scheme monitoring programs and ensure their rigorous execution to lead Travix and its affiliates outside of the programs.

*Liaise with other chargeback teams within the group to exchange best practices, challenges, and initiatives to minimize revenue loss.

*Lead continuous improvement. Create structure and routinely assess processes for improvement opportunities. Use quantitative and qualitative data to measure impact and outcomes. Lead or participate in initiatives utilizing project management rigor.

*Change Management: Active development of future state vision for your team. Be a change champion to ensure readiness for our declared future state by mobilizing and readying our talent, defining, and documenting system needs, collaborating with partners to ensure they are ready, etc.

*At least 5 years of working experience, from which 2-3 years of recent experience managing a high-performing team in credit card disputes, chargebacks, payment processing, or fraud operations. Preferably in financial services or e-commerce.

*ACCA members are preferred.

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