Location: BOURNEMOUTH, DORSET, United Kingdom

Step into a leadership role where your decisions directly improve how clients and merchants are supported when disputes arise. You will guide a high-performing team through a fast-paced, highly regulated environment while raising service quality and operational resilience. Partner with cross-functional stakeholders to reduce friction, manage risk, and deliver measurable results. Bring a continuous improvement mindset and help shape smarter, more efficient ways of working through data, automation, and emerging technology.

As a Disputes Operations Team Manager in Merchant Services Disputes Operations, you will lead a team responsible for delivering consistent, high-quality support across the dispute lifecycle. You will help us run strong daily operations, develop talent, and manage escalations while strengthening risk and control practices. You will use performance data and process improvement to increase efficiency, improve client outcomes, and support a culture of accountability and continuous improvement.

 

Job responsibilities

• Lead daily dispute and chargeback operations to deliver service, quality, and control outcomes
• Manage team performance through goal setting, coaching, feedback, and development planning
• Monitor operational metrics and translate trends into clear actions and sustained improvements
• Resolve escalations and complex cases, ensuring timely decisions and effective communication
• Strengthen risk and control execution by identifying issues, implementing actions, and tracking remediation
• Partner with Product, Technology, Risk, Controls, Learning, and Relationship Management teams to deliver shared priorities
• Drive process improvement to reduce defects, rework, and manual effort across workflows
• Implement automation and analytics approaches to improve efficiency and consistency of outcomes
• Prepare and present performance updates, operational drivers, and risk topics to senior stakeholders
• Act as an operational lead for disputes across Europe, supporting governance and stakeholder forums

 

Required qualifications, capabilities, and skills

• Demonstrated people leadership experience, including coaching and performance management
• Experience managing operational workflows with defined service and quality measures
• Ability to analyze operational data, identify root causes, and implement corrective actions
• Experience handling escalations and making risk-aware decisions in a time-sensitive environment
• Working knowledge of operational risk and control practices, including issue and action management
• Strong written and verbal communication skills, including presenting performance and actions to stakeholders
• Ability to manage multiple priorities and deliver results in a fast-paced setting
• Experience leading change, implementing new processes, and sustaining improved ways of working

 

Preferred qualifications, capabilities, and skills

• Experience in payments, merchant services, disputes, or chargeback operations
• Experience partnering with product and technology teams to improve workflows and controls
• Experience presenting operational performance, risks, and remediation plans to senior stakeholders
• Experience acting as a regional operational lead and representing operations in governance forums
• Experience with process optimization and workflow redesign in an operations environment

• Developing experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes

   

Lead a disputes operations team to improve outcomes, strengthen controls, and elevate the client experience.