Unit Head – ADC Dispute Resolutions & Chargeback (AVP / VP)

"The Nation's Bank", National Bank of Pakistan aims to support the financial well-being of the Nation along with enabling sustainable growth and inclusive development through its wide local and international network of branches. Being one of the leading and largest banks of Pakistan, National Bank of Pakistan is contributing significantly towards socioeconomic growth in the country with an objective to transform the institution into a future-fit, agile and sustainable Bank.

In line with our strategy, the Bank is looking for talented, dedicated and experienced professional(s) for the following position inthe area of Operations based in Karachi.

The individuals who fulfill the below basic-eligibility criteria may apply for the following position:

Position / Job Title:
Unit Head ADC Dispute Resolutions & Chargeback (AVP / VP)

Reporting to:
Wing Head ADC Settlement

Educational /Professional Qualification:

• Minimum Graduation or equivalent from a local or international university / college / institute recognized by the HEC of Pakistan

• Candidates having a Masters degree and / or relevant certification(s) will be preferred

Experience:

• Minimum 08 years of banking experience in Service Quality and / or Complaints Management and / or Customer Disputes & Chargebacks, out of which 02 years in supervisory role

Other Skills / Expertise / Knowledge Required:

• In-depth knowledge of banking regulations and compliance requirements related to electronic transactions / ADCs recon / settlements

• Understanding of IT systems / reconciliation tools will be an added advantage

• Proficient in MS Office suite (Outlook, Excel, Word, PowerPoint)

• Strong analytical and problem-solving skills

• Hands-on experience in banking software and transaction processing systems

• Excellent communication and interpersonal abilities

• Ability to lead teams and manage multiple projects effectively

Outline of Main Duties / Responsibilities:

• To conduct end-to-end analysis of customer transaction disputes across ATM, POS, and E-commerce channels

• To review transaction logs, switch data, and core banking entries to check system timeouts or processing errors

• To authorize provisional credits to customers during investigation in line with network timelines

• To handle outgoing chargebacks utilizing specialized card network portals (e.g., SDRS, CDRS, MASTERCOM)

• To build robust evidence packages (representment) to defend against invalid claims

• To manage case files ensuring clear documentation of terms of service, invoices, and device logs

• To identify and resolve settlement discrepancies between the Banks ledger and payment schemes

• To maintain up-to-date compliance with evolving card network dispute lifecycles and reason codes

• To ensure strict adherence to internal SOPs and Central Bank regulatory timeframes

• To lead, mentor and develop the team, fostering a culture of excellence and continuous improvement

• To ensure regular reconciliation of transactions, and resolve discrepancies in collaboration with relevant departments

• To identify and implement strategies to optimize settlement processes, improve efficiency, and enhance customer experience

• To prepare and present comprehensive reports on settlement activities, trends and issues for management

• To monitor and maintain the integrity of systems and tools used for transaction process and settlement

• To review and update reconciliation accounts by understanding the transaction flow

• To generate regular reports to management for settlement efficiency, error rates and other relevant indicators

• To coordinate with relevant branches / region / 1link / member Banks / SBP / Schemes for immediate resolution of the settlement claims

• To address audit comments (internal & External, implement measures to minimize and curtail recurrence

• To adopt a pro-active approach in resolving customer disputes

• To adopt continuous improvement approach in process implementation

• To perform any other assignment as assigned by the supervisor

Place of Posting:

Karachi

Assessment Interview(s)

Only shortlisted candidates strictly meeting the above-mentioned basic eligibility criteriawill be invited for panel interview(s).

Employment Type:

The employment will be on contractual basis for three years which may be renewed ondiscretion of the Management. Selected candidates will be offered compensationpackage and other benefits as per Banks Policy / rules.

Apply within 10 working days from the date of this job posting.

Applications received after due date will not be considered in any case. No TA / DA will be admissible for interview.

National Bank of Pakistan is an equal opportunity employer and welcomes applications from all qualified individuals, regardless of gender, religion, or disability.