Manoj Thakur

Payments risk professional with 11+ years across fintech, banking and merchant operations, including 6+ years leading end-to-end chargeback and dispute lifecycle management across Visa, Mastercard, RuPay and UPI. Proven track record in fraud investigation, recovery, reconciliation and SLA governance.

Manager – Chargeback Operations - Easebuzz - Pune

(2023-12)

Lead end-to-end chargeback and dispute resolution across Visa, Mastercard, RuPay and UPI for a multi-merchant portfolio, ensuring adherence to network timelines, SLA/TAT requirements and applicable RBI guidelines.

• Recovered 100% of outstanding chargeback liability from churned/defaulting merchants via structured recovery workflows and legal coordination
• Investigated fraud patterns using velocity, BIN, MCC, IP and device indicators; escalated high-risk findings to Risk & Compliance
• Drove daily reconciliation across gateway ledgers, bank settlement files and dispute MIS, reducing breaks through Excel-based automation

Team Leader – Chargeback Analyst - Paytm - Noida

(2021-10 - 2023-10)

Managed dispute and chargeback portfolios for AXIS Bank and Paytm Payments Bank acquiring lines, covering POS, e-commerce and UPI transactions.

• Achieved 100% reconciliation accuracy coordinating with banking partners and Finance across ageing, win rate and loss provisioning dashboards
• Identified collusive fraud, friendly fraud and chargeback-abuse patterns through merchant due diligence and transaction-level analysis
• Led analysts on case allocation, quality review and SLA/TAT reporting, driving consistent productivity and compliance

Senior Executive – Quality Analyst - SBI Card - Gurugram

(2019-10 - 2021-10)

• Conducted quality audits of dispute-resolution cases ensuring regulatory, process and brand compliance at SBI Card
• Performed root-cause analysis on repeat escalations, implementing corrective measures that reduced repeat complaint volume
• Coached teams on call handling and compliance standards through structured behaviour and communication audits

Executive – Escalation Management - Pine Labs - Noida

(2017-07 - 2019-10)

• Resolved Level-2 merchant escalations covering settlement disputes, terminal issues and transaction reversals at Pine Labs, maintaining TAT compliance

Bachelor of Arts - B.A. - Gauhati University (2014)