Senior Manager, Dispute Process Management

Overall Purpose 

The Sr. Manager, Dispute Process Management, is responsible for developing the strategy, rules and processes related to consumer disputes on the Zelle Payments Network. This includes continuing to evolve the operating rules related to disputes, working with various cross-functional teams on the day-to-day management of disputes activity, being the subject matter expert on new disputes projects and developing reporting and metrics for disputes activity. 

Essential Functions  

• Lead a high-performing team of managers and/or analysts. 

• Evolve the end-to-end disputes strategy and tactics for the Network and ensure appropriate Network rules, processes and reporting are in place to support disputes activity and evolution. 

• Manage end-to-end Network Dispute process and rules for disputes including the facilitation and management of the arbitration and compliance processes. 

• Analyze dispute data to identify opportunities to improve products or the Zelle® dispute policies and processes. 

• Coordinates with other leaders along with product and technology teams; Ensures the dispute business strategies and initiatives are aligned across the company and align with key internal and external partners to effectively generate support and buy-in on the strategic direction of new and existing products and services. 

• Develop new and revise existing dispute rules in support of the company’s payments business strategy, and in pace with industry developments. 

• Provide subject matter expertise to identify and define business needs and requirements to support the development and implementation of operational/technical solutions in support of dispute rules. 

• Provide consulting and guidance to internal and external partners on the interpretation and application of dispute rules. 

• Ensure rules and processes comply with all payment contractual obligation including other networks and provide consultation to product teams on industry standards. 

• Support the company’s commitment to risk management and protecting the integrity and confidentiality of systems and data. 

Minimum Qualifications 

• Education and/or experience typically obtained through completion of a bachelor’s degree 

• 10 years experience in payments industry, preferably in a network dispute, rules or compliance function. 

• 3+ years managing a team, either directly or indirectly through projects or functional area. 

• Ability to work effectively within cross-functional teams. 

• Highly effective verbal and written communication and presentation skills with all levels of the organization, as well as senior executives and customers. 

• Strong interpersonal and collaborative skills to build partnerships and alliances internally and with external partners at all levels of the organization. 

• Excellent analytical and problem-solving skills, and the ability to make recommendations. 

• Experience managing tactical and strategic projects from inception to completion. 

• Proactive self-starter with ability to work independently. 

• Strong project management and organizational skills, with ability to prioritize multiple tasks and achieve objectives in a fast-paced environment. 

• Background and drug screen. 

Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation. 

Physical Requirements 

Working conditions consist of a normal office environment.  Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours.  Work may require occasional standing, walking, kneeling, and reaching.  Must be able to lift 10 pounds occasionally and/or negligible amount of force frequently.  Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers.  Requires the ability to communicate with internal and/or external customers. 

Candidates responding to this posting must independently possess the eligibility to work in the United States at the date of hire 

The above job description is not intended to be an all-inclusive list of duties and standards of the position.  Incumbents will follow instructions and perform other related duties as assigned by their supervisor. 

Early Warning Services is an equal opportunity employer. 
 

The base pay scale for this position in:
Phoenix, AZ/ Chicago, IL in USD per year is: $129,000 - $161,000.
New York, NY/ San Francisco, CA in USD per year is: $154,000 - $193,000.
Additionally, candidates are eligible for a discretionary incentive plan and benefits.
This pay scale is subject to change and is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific candidate, which is always dependent on legitimate factors considered at the time of job offer. Early Warning Services takes into consideration a variety of factors when determining a competitive salary offer, including, but not limited to, the job scope, market rates and geographic location of a position, candidate’s education, experience, training, and specialized skills or certification(s) in relation to the job requirements and compared with internal equity (peers). The business actively supports and reviews wage equity to ensure that pay decisions are not based on gender, race, national origin, or any other protected classes.