Job Summary

This role is responsible for ensuring the effective resolution of card payment disputes, chargebacks, recoveries, and settlement activities across the payment lifecycle. The role exists to protect the bank and its clients from financial loss, operational risk, and regulatory exposure by delivering accurate, timely, and controlled dispute and settlement outcomes.

The role drives operational performance by overseeing chargeback processing, transaction investigations, reconciliation activities, recovery opportunities, and settlement controls. It applies data-driven insights to identify trends, resolve discrepancies, improve process effectiveness, and strengthen operational resilience across card and payment operations.

Working closely with internal stakeholders, payment schemes, service providers, and control functions, the role ensures adherence to regulatory requirements, scheme rules, and internal control frameworks while continuously enhancing customer outcomes, operational efficiency, and risk management practices.

Key Responsibilities

Dispute & Chargeback Management
•    Lead the end-to-end management of chargeback and dispute processes to ensure timely resolution, financial recovery, and customer satisfaction.
•    Govern dispute investigation activities by analysing transaction evidence, identifying root causes, and determining appropriate resolution outcomes.
•    Drive recovery strategies that maximise successful representments and reduce avoidable chargeback losses.
•    Monitor dispute volumes, ageing profiles, and recovery trends to support effective operational decision-making and service performance.

Settlement & Reconciliation Control
•    Manage settlement and reconciliation activities across card payment and retail banking transactions to ensure financial accuracy and completeness.
•    Resolve unreconciled items, exceptions, and settlement discrepancies to minimise operational and financial risk.
•    Strengthen control mechanisms that support accurate accounting treatment, transaction integrity, and timely reporting.
•    Ensure settlement processes operate within agreed service levels and established control frameworks.

Risk, Governance & Compliance
•    Maintain robust operational controls that support compliance with regulatory requirements, scheme rules, and internal policies.
•    Identify, assess, and mitigate operational risks arising from transaction processing, disputes, recoveries, and settlement activities.
•    Monitor control effectiveness and implement corrective actions to address control gaps and process weaknesses.
•    Support governance reviews, audits, and regulatory assessments through accurate documentation and evidence management.

Operational Performance & Process Optimisation
•    Analyse operational performance data to identify opportunities for process simplification, productivity improvement, and service enhancement.
•    Drive continuous improvement initiatives that reduce manual effort, improve quality outcomes, and strengthen operational resilience.
•    Develop and maintain operational procedures, workflow designs, and process documentation to support consistency and control.
•    Implement performance measures and reporting frameworks that enable proactive management of operational outcomes.

Stakeholder Management & Business Partnership
•    Collaborate with business, technology, finance, risk, and external partners to resolve complex operational issues and improve customer outcomes.
•    Provide operational expertise and insights that support informed business decisions and service enhancements.
•    Influence stakeholders to drive resolution of systemic transaction, settlement, and dispute-related issues.
•    Foster strong working relationships across the payment ecosystem to improve operational effectiveness and service delivery.

Motivations

•    Energised by interacting with clients every day and creating positive experiences that build confidence in the Bank.
•    Motivated by helping clients navigate their banking needs through clear communication, responsive service and practical support.
•    Enjoys building trust through consistent, professional interactions and being a reliable point of contact for clients.
•    Takes pride in representing the best of WRB by connecting clients to the right services, solutions and expertise across the Bank.

Skills and Experience

Priority Skills    
•    Governance, Risk, and Compliance (GRC)
•    Settlement Management
•    Dispute Management
•    Chargeback Processing
•    Account Reconciliation
•    Accounting Transactions An...
•    Budget Allocation
•    Chargeback Processing

Other Skills
•    Stakeholder Engagement
•    Strategy Development
•    Talent Development
•    Transaction Management

Qualifications

•    Experience operating within high-volume payment, card operations, or transaction processing environments with strict service and control requirements.
•    Exposure to dispute resolution, chargeback management, settlement operations, and financial reconciliation processes across multiple stakeholders.
•    Experience working within regulated banking environments requiring strong governance, audit readiness, and compliance oversight.
•    Exposure to operational transformation initiatives involving process optimisation, risk reduction, and performance improvement.
•    Experience managing cross-functional relationships involving operations, finance, risk, technology, and external payment ecosystem partners.
•    Business English (required)

About Standard Chartered

We're a global bank connecting clients to our differentiated network, offering growth opportunities in the world's most dynamic markets. Our strategy, which combines cross-border capabilities and leading wealth management expertise, helps us deliver our purpose - to drive commerce and prosperity through our unique diversity.

Over our 170-year history, and across a unique geographical footprint connecting Asia, Africa and the Middle East to each other and the world, we've built a bank like no other, with diverse capabilities and partnerships that set us apart.

What We Offer

• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions, and geographies.
• In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global employee assistance programme, sick leave, mental health first-aiders and self-help toolkits.
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual, and digital learning.

Visit our careers website to learn more about us: www.sc.com/careers.