Disputes Team Lead

About the role

The Disputes Team Lead will oversee daily operations of the disputes function, ensuring service level agreements are met while maintaining high standards of quality, accuracy, compliance and customer outcomes. The role involves leading analysts, managing workload prioritisation, and driving operational excellence through coaching and continuous improvement.

Key responsibilities

• Lead achievement of team KRA targets across SLAs, productivity, quality, risk and people metrics.
• Monitor and manage daily dispute work baskets to ensure prioritisation and timely processing.
• Conduct performance reviews, coaching sessions and one‑on‑one discussions to develop capability.
• Partner with Operations, Quality, Learning, Workforce Management, Claims, Fraud and Leadership teams to drive process improvements.

Required profile

• Proven people‑management experience with ability to drive performance through coaching and accountability.
• Strong analytical and critical‑thinking skills for assessing complex fraud and consumer dispute cases.
• Experience delivering SLA, quality, productivity and risk objectives in a multi‑basket environment.
• Excellent communication and stakeholder‑management abilities across cross‑functional teams.

What we offer

• Inclusive culture where 90 % of employees feel they belong.
• Access to health and wellbeing services.
• Flexible working options, including a 50/50 hybrid model.
• Opportunities to grow within a leading bank operating in 30+ markets.