Shiju K

CEO

Chennai, Tamil Nadu, India12 yrs experience

Highly Stable

Key Highlights

Over 11 years of expertise in Banking and Payments.
Proven track record in dispute resolution and chargeback management.
Strong leadership skills with experience in team training and performance management.

Stackforce AI infers this person is a Dispute Resolution Expert in the Fintech industry.

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Skills

Core Skills

Dispute ResolutionCustomer SupportProblem Solving

Other Skills

Small Team ManagementRoot Cause AnalysisData AnalyticsProcess ImprovementManagement Information Systems (MIS)Service-Level Agreements (SLA)Employee TrainingExternal CommunicationsSupervisory SkillsLeadershipRoot CauseInternal and External CommunicationsTeam PerformanceAttention to DetailProject Management

Experience

12 yrs

Total Experience

5 yrs 1 mo

Average Tenure

1 yr 10 mos

Current Experience

Yes bank

Senior Manager

Aug 2024 – Present · 1 yr 10 mos · Chennai, Tamil Nadu, India · On-site

Senior Manager – Dispute Investigation & Chargeback
Lead investigations of customer card disputes, adhering to Mastercard, Visa, and Rupay network guidelines, and ensure timely case resolution through robust quality control checks.
Conduct quality reviews of cases processed by analysts, identify improvement areas, and allocate re-presentment/pre-arbitration response cases for prompt action.
Handle regulatory reporting requirements by preparing and submitting monthly and quarterly reports to relevant regions, demonstrating a keen understanding of compliance standards.
Manage escalations from major stakeholders including the Reserve Bank of India (RBI), high-net-worth clients (HNIs), Grievance Redressal Committees (GRC), and Principal Nodal Officers (PNO), showcasing advanced customer service and resolution skills.
Deliver refresher trainings on dispute investigation and guideline updates, track the status of aging cases, and ensure team alignment with industry and internal policies.

Small Team ManagementRoot Cause AnalysisProblem SolvingCustomer SupportData AnalyticsDispute Resolution+2