Hima Manam

Operations Manager – Dispute & Chargeback Operations

• Job Details:Spearheaded improvement projects, process transitions, process standardization, workload balance planning, and stakeholder communications, resulting in significant improvements in TAT and key performance indicators (KPIs). Led end-to-end card operations, dispute resolution, and chargeback management for Visa, Mastercard, and EFTPOS transactions, ensuring SLA adherence, regulatory compliance, and exceptional customer satisfaction.

Operations Manager

• Job Details:Directed daily payment gateway operations as an acquiring bank partner, onboarding and supporting merchants across multiple banks, managing clearing and settlements, delivering accurate MIS and fraud reports, resolving disputes and chargebacks, and ensuring timely merchant payouts with T+2 settlement and 100% SLA compliance.

Deputy Manager – Cards & Chargeback

• Job Details:Oversaw full lifecycle credit card operations, including issuance, maintenance, balance transfers, disputes, chargebacks, and account closures. Processed disputes in compliance with Visa/Mastercard guidelines and financial authority regulations.