We are hiring a Head, Dispute Support to lead and scale Flutterwave’s dispute management function. This role will own the end-to-end dispute lifecycle across our products and payments rail, including chargebacks, refunds, card network compliance, dispute remediation, prevention and fraud-related escalations.
The ideal candidate will define strategy, strengthen controls, and build a high-performing team and operating model that minimises losses, improves recovery rates, reduces dispute drivers at source, and ensures full regulatory and card-scheme compliance. You will work cross-functionally with Finance, Compliance, Risk, Product, Engineering, and external payment partners to deliver a best-in-class, scalable disputes operation that protects customers, merchants, and the business.
Responsibilities include but are not limited to:
- Own and lead Flutterwave’s global dispute, chargeback, and refund operations across card and alternative payment rails
- Define and execute the dispute support strategy, roadmap, and operating model to reduce chargeback ratios, fraud losses, and operational risk
- Oversee the processing, investigation, and resolution of chargebacks and refund inquiries to maximise fund recovery
- Ensure all dispute activities comply with card network rules (Visa, Mastercard, Verve, etc.), regulatory requirements, and internal policies
- Establish clear dispute workflows, SLAs, escalation paths, and performance metrics
- Set and monitor chargeback and fraud thresholds, early warning indicators, and recovery targets to proactively prevent scheme monitoring program breaches
- Analyse dispute trends, root causes, and emerging risks, and drive preventive and corrective actions with Product, Risk, and Engineering teams
- Partner with Risk, Fraud, Compliance, Finance, and Product teams to address systemic drivers of disputes
- Own reporting on fraudulent vs service-related chargebacks, refunds, actions taken, and results achieved
- Own operational reporting and dashboards covering fraud vs. service-related disputes, actions taken, recovery rates, losses, cost-to-serve and overall performance
- Oversee preparation and presentation of monthly, quarterly, and annual dispute performance reports and insights for business reviews and executive forums
- Lead engagement and communications with payment processors, issuing banks, acquirers, and scheme partners
- Lead merchant education and enablement initiatives to reduce avoidable disputes and improve success rate
- Present dispute performance, insights, and remediation plans in business reviews and executive forums
- Drive continuous process improvement, automation, and tooling enhancements for dispute operations
- Own capacity planning, forecasting, and budget management for dispute operations
- Build, mentor, and manage a high-performing dispute support team and foster a culture of accountability and customer focus
- Ensure personal information of customers, employees, and partners is processed and protected in line with data privacy laws and global best practices
Required competency and skillset to be a waver:
- Bachelor’s degree in a relevant field
- Minimum 7 years of experience in dispute, chargeback, fraud, or payment operations within fintech, payments, or financial services
- Strong knowledge of card network rules, dispute representment processes, monitoring programs, and fines frameworks
- Exceptional analytical skills with the ability to interpret large datasets and translate insights into actionable decisions
- Strong reporting and data analysis skills (Excel, dashboards, operational metrics)
- Experience managing external partners, processors, and scheme relationships
- Strong stakeholder management and cross-functional collaboration skills
- Ability to operate effectively in a fast-paced, high-growth environment
- High attention to detail, strong organisation, and excellent execution skills
- Excellent written and verbal communication skills, including presenting to senior leadership