Walkin Drive For Merchant Disputes & Chargeback (TL) on 7th April

Greetings from Infosys BPM Ltd.,

We are hiring for Walkin Drive for Team Lead- Merchant Disputes & Chargeback Domain for Bangalore. Please walk-in for the interview on 7th April 2026 in Bangalore.

Note: Please carry copy of this email to the venue and make sure you register your application before attending the walk-in.

Please use below link to apply and register your application.

Please mention Candidate ID on top of the Resume ***

Team Lead- 4Yr to 6Yrs experience:

https://career.infosys.com/jobdesc?jobReferenceCode=PROGEN-EXTERNAL-240627

Interview details:

Interview Date: 7th April 2026

Interview Time: 10:00 AM to 12:30 PM IST

Interview Venue:

Bangalore :: E-City Phase 2:: Infosys Limited, No. 40/P-41/P,

Gate #: 2 electronic City phase 2, Industrial Area, Konappana Agrahara, Bangalore 560100.

Landmark: In Between Sunik Industries and Tejas Networks

Please find below Job Description for your reference:

• Job Location: Bengaluru
• Qualification: Any Graduate (Full Time)
• Experience: 4-6 Years
• Notice Period: Immediate Joiners to 15 days
• Shift: Flexible to work with any shift
• Work From Office is mandatory
• Job Level: 4B
• Designation: Team Lead

JOB DESCRIPTION FOR 4B - (Team Lead Individual Contributor)

Role Summary:

Senior escalation and governance anchor without direct span. Own major/edge cases, rule interpretation, policy governance, and cross-partner alignment (acquirers, processors, merchants).

Key Responsibilities:

A. Escalations & Governance:

• Lead priority escalations and high-risk cases with material exposure or rule ambiguity.
• Interpret VCR/MDR/Amex/Discover rules; publish guidance notes and decision trees.

B. Controls & Compliance:

• Govern operational controls, maker-checker, evidence integrity, and audit readiness.
• Partner with acquirers/PSPs on complex clarifications and negotiated outcomes.

C. Reporting & Prevention:

• Publish WBR/MBR on recovery dollars, win-rate variances, dispute ratio health.
• Own prevention strategy for key verticals (travel, digital goods, retail logistics).

D. Coaching:

• Mentor SMEs/Agents on narrative style, evidence selection, and TAT discipline.

Required Qualifications:

• Expert knowledge of card-network rules across brands; proven decisioning in complex escalations.
• Strong stakeholder management with acquirers/processors; audit/controls experience.
• Advanced analytical and documentation skills; excellent written communication.

KPIs:

• High-value recovery contribution
• Decision accuracy in escalations
• Zero compliance exceptions
• Strategic initiatives delivered on time

JOB DESCRIPTION FOR 4B - (Team Lead- People Manager (Team Handling experience is Mandatory):

Role Summary:

Own the day-to-day delivery for a US merchant portfolio: capacity planning, SLA/TAT/quality, coaching & career development, stakeholder governance, and continuous improvement.

Key Responsibilities:

A. Delivery & Capacity:

• Manage staffing, rosters, RTA, and skill-based routing for US hours; daily huddles and backlog control.
• Drive SLA/TAT, win-rate, recovery, and pre-arb avoidance performance; ensure queue hygiene.

B. People & Performance:

• Conduct 1:1s, feedback, IDPs; manage succession and new-hire ramp.
• Partner with QA to reduce defects and increase First-Time-Right rates.

C. Stakeholder & Compliance:

• Handle escalations from merchants, acquirers, internal stakeholders with clear communication and status trails.
• Ensure compliance with card-network rules and acquirer policies; uphold evidence integrity and security.

D. Automation & Reporting:

• Lead automation/template rollouts; coordinate tool changes (VROL/Mastercom/CRM).
• Publish Daily/Weekly/Monthly MIS with RCA, trendlines, and prevention actions.

Required Qualifications:

• People leadership experience in disputes/chargebacks with 1220 Agents and SMEs; dotted-line QA management.
• Strong command of network rules, dispute metrics, and client governance.
• Data-driven decision-making; proficiency with Excel/BI; excellent communication

Documents to Carry:

• Carry a printout your updated resume.
• Carry any 2 photo Identity proof (PAN Card/Driving License/Voters ID card/Passport).
• All original education documents needs to be available for verification. (10th, 12th, Graduation (Sem Wise Marksheet, CMM. Provisional and Original Degree)

Mandatory to carry:

Smartphone with good front camera, charger and Headset for Assessment, Government ID proof Hardcopy.

Pointers to note:

• Please do not carry laptops/cameras to the venue as these will not be allowed due to security restrictions.
• Original Government ID card is must for Security Clearance

Thanks & Regards,

Infosys Recruitment Team