Senior Chargeback Manager

About the role

FIS is looking for a Senior Chargeback Manager to build and lead a scalable chargeback and dispute service supporting issuing and ATM acquiring operations across multiple client types, platforms and regions. The role designs the operating model, implements processes and tools, establishes the team and manages the service day to day. It is a hands-on build-and-run position based in Prague's growing payments operations environment.

Key responsibilities

• Design and implement end-to-end chargeback and dispute processes for issuing, ATM acquiring and direct-customer service lines, covering case assessment, processing, communication and reporting.
• Own the chargeback operating model, workflows and tooling, and lead implementation with product teams and service clients.
• Build, lead and develop a team of chargeback specialists while maintaining service quality, engagement and clear performance expectations.
• Ensure processes comply with card scheme rules and regulatory requirements, with governance, partner oversight, documentation and audit readiness.
• Set up operational plans, KPIs, risk assessments and improvement initiatives that increase automation, accuracy, scalability and cost efficiency.
• Lead chargeback specialists and give direction to adjacent teams supporting reconciliation, payment application and accounts payable.

Required profile

• Proven experience building or significantly scaling a chargeback or dispute management function across multiple client types or business lines.
• Demonstrated experience implementing operational tools, workflow automation or AI solutions.
• Experience leading and developing specialist teams, at both strategic and hands-on operational levels.
• Added bonus: experience across EU regulatory regions, working knowledge of reconciliation, payment application or accounts payable operations, and budget or P&L accountability.

Required skills

• Expert knowledge of card scheme dispute rules and chargeback lifecycles on both issuing and acquiring sides.
• Experience managing outsourced service relationships and collaborating with clients and internal stakeholders.

What we offer

• Flexible and creative work environment.
• Diverse and collaborative atmosphere.
• Professional and personal development resources.
• Opportunities to volunteer and support charities.
• Competitive salary and benefits.