Disputes Operations Lead



Posted on Friday, May 24, 2024

About Us:

Zepto is a rapidly-scaling provider of real-time, account-to-account payments solutions for merchants and is reimagining the way money moves through the always-on, digital-first economy.

Our growing team across Australia allows for like-minded, talented, passionate people motivated to help us deliver on our brand promise to #LevelThePayingField

At Zepto we believe in the power of positive human experiences, and that a deep sense of belonging creates cohesion in our culture. So, even in a remote-first team, you will be a contributor and custodian of that culture. You will also enjoy solving complex problems, and play a key role in creating something truly special as we focus on delivering ‘a better way to pay’ at Zepto.

The Role You’ll Play:

Our Transactions Team is responsible for assisting Zepto merchants with the investigation and processing of disputed transactions raised on NPP and BECS payment rails. As a Dispute Operations Lead, you will own the end to end process of dispute resolution management and have the opportunity to build best-in-class dispute processes leveraging cutting edge technology and robotics to serve our enterprise clients.

Reporting to the Head of Security and Operations, you have a passion for process, technology and collaborative teamwork. You are a proven people leader and the go-to person on NPP and BECS rules and procedures that dictate transaction dispute processing requirements.

In partnership with our Financial Crime Compliance (FCC) team, you are on the front line in the detection of fraud and scams. You will manage Zepto’s relationship with related industry bodies, including Fraud Reporting Exchange (FRX), and be responsible for providing data based insights on dispute trends and best practice.

Working at a scale-up means you have the opportunity to flex your skills in a variety of ways. We are agile and always willing to roll up our sleeves to get things done. You can, however, expect your day to day to be involved in the following:

  • Ensuring Zepto meets all SLA requirements related to the investigation and processing of NPP and BECS transaction disputes and related payment flows, including the timely collection and payment of funds
  • Driving process improvements through automation in collaboration with Product and Engineering and external providers
  • Partnering with our data team to develop and implement standardised reporting for both internal and external risk and operational purposes
  • Collaborating with Zepto’s FCC team on disputed transactions that have been identified as potential fraud or scams
  • Liaising with Zepto’s merchants on disputes processes
  • Leading Zepto’s interactions in related industry forums including its relationship with FRX
  • Managing Zepto’s Transactions team; balancing delivering of BAU with strategic projects and career development of the team

What You’ll Bring to the Table:

You are a subject matter expert with 5+ years experience managing a Transactions or Disputes team at a financial services company. You have in depth knowledge of NPP and BECS procedures for disputes and have a clear understanding of what best-in-class industry practice is for enterprise clients.

You have a very high attention to detail and understand how your role fits into broader operations at Zepto and the payments ecosystem as a whole.

You have proven project management skills and experience driving process improvements, and implementing automations. You balance BAU deliverables with strategic initiatives.

You have excellent written and verbal communication skills and the ability to partner across functions.

You are a proven people leader that invests in and provides clear development opportunities for your team.

What's on Offer:

Zepto has an inspiring Founder story and is a customer-focused, culture-first organisation.

We’re all striving to achieve our mission of enabling a better way to pay for consumers and merchants and do so while fostering an inclusive culture where you will work with and learn from world-class talent in their areas of expertise.

As a remote-first organisation, you’ll feel connected through our various initiatives and enjoy the flexibility that comes with remote work. To effectively support our enterprise customers, this role will ideally be based in Melbourne or Sydney where we also have premium Hub locations for co-working and connection.

You'll join a team that is on a mission to change the world of payments and work with incredibly talented people in the space. We offer an Employee Share Option Plan for all employees, access to an annual learning budget, Paid Parental Leave and wellbeing support.

Apply today to express your interest.

Please note that as an organisation in the regulated Financial Services industry, Background Checks will be required as part of the recruitment process.