Hima Bindu M
Dubai
Summary
Seasoned banking professional with over 16 years of expertise in cards and dispute management, fraud investigations, and payment gateway operations. Proven track record in driving operational excellence and achieving objectives through effective team leadership and stakeholder engagement. Established robust risk management and compliance frameworks, enhancing transparency and accountability within organizations. Recognized for consistently minimizing operational losses and delivering exceptional client service.
Overview
20
20
years of professional experience
Work History
AVP- Dispute & Chargeback Operations
Commonwealth Bank of Australia
12.2021 - Current
- Lead end-to-end operations for Cards and dispute resolution process between customers and merchants, ensuring fair, timely, and compliant outcomes., including escalations, complaint resolution, SLA adherence, and compliance monitoring.
- Successfully transitioned a 45+ member team from Sydney to CBA India, managing system access, training, people development, and attrition.
- Supervised and developed a team of dispute resolution specialists, analysts, and case managers; provide coaching, performance feedback, and growth opportunities.
- Monitored and continuously improved metrics including resolution time, chargeback rates, customer satisfaction, regulatory compliance. Card scheme rules and risk policies.
- Maintained and enhanced Standard Operating Procedures (SOPs), ensuring compliance with policies, process controls, and risk mitigation frameworks.
- Processed all types of chargebacks as per Visa and MasterCard guidelines, ensuring full compliance and minimizing financial exposure.
- Acted as the organization's chargeback subject matter expert, driving strategies to reduce losses and streamline dispute resolution and advise product and policy teams on risk mitigation strategies.
- Designed and implemented processes to recover negative balances where chargeback rights no longer applied.
- Managed third-party processors(HCL team) or dispute-handling vendors, ensuring service-level agreements and compliance standards are met.
- Collaborated cross-functionally with teams such as Risk, Compliance, Legal, Product, and Customer Support to resolve complex or escalated disputes.
- Established governance with third-party vendors to manage transitions and ensure delivery standards were maintained.
- Ensured disputed transactions and complaints were handled as per Mastercard/Visa rules and AFCA RG271 guidelines.
- Led resource planning, team development, and capacity management to align with business forecasts and continuity plans.
- Drived implementation of scalable workflows, case management systems, and automation tools to enhance efficiency and accuracy in dispute handling.
- Delivered stakeholder walkthroughs, business reviews, and presentations to drive process transparency and alignment and Audit reviews.
- Traveled to Sydney for client visits and strategic engagements, representing offshore delivery operations.
Operations Manager
WIBMO Software Private Ltd.
08.2019 - 12.2021
- Managed operations across payment products, including payment gateway, merchant onboarding, settlements, reconciliation, and merchant payouts under the acquiring domain.
- Led a team of 10–12 members responsible for acquiring settlements, staging, merchant onboarding, and the dispute & chargeback process.
- Oversaw daily operations to ensure seamless processing and settlement of transactions by coordinating with Engineering, Product Support, and IT teams to resolve operational issues.
- Conducted root cause analysis (RCA) for errors, proposed mitigation strategies, and ensured process adherence within the team.
- Drafted and shared comprehensive process documentation with banking partners related to acquiring operations and new project implementations.
- Delivered training sessions for new joiners on the end-to-end flow of payments, including both issuing and acquiring processes.
- Ensured compliance with card network (Visa, MasterCard, RuPay) regulations and RBI PPI guidelines in all operational procedures.
- Monitored and maintained effective merchant onboarding, dispute resolution, and settlement reconciliation processes.
- Maintained strong and constructive relationships with clients to support ongoing business activities and process improvements.
- Ensured zero financial loss across all operational tasks through proactive checks and controls.
- Provided detailed operational requirements for new projects and participated in User Acceptance Testing (UAT) to validate BRD-aligned implementations.
- Acted as the primary point of contact for client interactions and ensured smooth execution of Business-as-Usual (BAU) operations.
- Accountable for SLA/TAT adherence, team performance, and overall productivity improvements.
- Participated in PCI-DSS audits as scheduled by clients, ensuring adherence to compliance standards.
- Regularly monitored key service levels and implemented process improvements to enhance team productivity and operational efficiency.
- Demonstrated the ability to quickly adopt new technologies, tools, and processes to support organizational development.
Deputy Manager
Concentrix -Noor Bank
02.2015 - 08.2019
- Managed the end-to-end Cards and Chargeback portfolio, including issuance, maintenance, settlements, disputes, chargebacks, and card closures.
- Led a team of 15–16 FTEs handling the complete lifecycle of credit cards—from issuance and payments to balance transfers, chargebacks, and closures.
- Processed all types of Visa and MasterCard chargebacks in accordance with international regulations and internal policies.
- Acted as the central point of expertise for chargebacks, working proactively to reduce financial losses and ensure compliance with industry standards.
- Collaborated with clients, onshore and offshore teams, risk departments, and technology units to ensure seamless operations and timely resolution of issues.
- Ensured disputed transactions were managed in accordance with Financial Authority guidelines, and reports were submitted monthly to track chargeback performance.
- Worked closely with the fraud team to identify and accurately report fraudulent disputes, including filing Suspicious Activity Reports (SARs) where appropriate.
- Designed processes to maximize the recovery of negative balances in cases where chargeback rights were no longer applicable.
- Managed submission of disputes via Visa Resolve Online and Mastercom, ensuring accurate completion of declarations and supporting documentation.
- Maintained up-to-date knowledge of evolving chargeback policies and rules to ensure continued compliance.
- Oversaw reconciliation and dispute management for credit and debit card transactions, including Association Switch Settlements.
- Accountable for operational delivery from the offshore team, ensuring TAT and SLA adherence across all activities.
- Conducted weekly client reviews and calibrations across both onshore and offshore teams, ensuring alignment with account-level expectations.
- Supported daily BAU operations in Credit Cards and Business Finance, while managing stakeholder engagement, audits, and compliance requirements.
- Provided operational input for system implementations and process improvements, contributing to greater team efficiency and reduced error rates.
- Experienced in team management, resource planning, process controls, and operational oversight across issuing and acquiring functions.
- Held diverse roles such as Deputy Manager, Assistant Manager, Team Leader, SME, and Senior Operations Executive, contributing to all phases of card operations and reconciliation.
- Demonstrated strong interpersonal and leadership skills to foster effective teamwork and drive cross-functional collaboration.
SME- Subject Matter Expert
ANZ Support Services India Pvt. Ltd.
07.2009 - 05.2014
- Performed and analyzed all types of chargeback operations including copy requests and fraud reporting, in adherence to Visa International Operating Regulations and internal bank policies.
- Ensured customers were informed at every stage of the dispute resolution process, maintaining alignment with service standards and control frameworks.
- Reported suspicious fraudulent transactions to the fraud team in accordance with Visa’s regulatory requirements and timelines.
- Handled the end-to-end documentation for chargebacks, pre-compliance, and pre-arbitration cases, ensuring timely submission to member banks and Visa as per regulatory standards.
- Managed card lifecycle activities including issuance, maintenance, blocking, and closure across Credit, Debit, Prepaid, and Travel Card products.
- Monitored fraud-related and write-off accounts, with specific oversight of the New Zealand (NZ) Credit Card chargeback process.
- Drove operational efficiency, security, and control across chargeback-related functions to maximize profitability and minimize financial losses.
Executive -Finance
Cognizant Technology Solutions
10.2007 - 04.2008
- Managed the full lifecycle of reserve and legal compliance processes for customer accounts, ensuring timely and accurate execution.
- Actively involved in drafting Master Service Agreements (MSAs), incorporating legal department feedback and ensuring all required amendments were made.
- Coordinated closely with Account Managers and the Legal team to obtain timely sign-offs on agreements.
- Ensured prompt project and customer creation immediately after MSA sign-off to avoid delays in project onboarding.
- Drafted Statements of Work (SoWs) aligned with specifications provided by account and project management teams.
- Engaged with clients for timely follow-up and resolution of invoice payments, ensuring consistent cash flow.
- Reversed reserves based on receipt of signed SoWs, task orders, email approvals, or payment confirmations.
- Prepared and circulated final reserve reports on a quarterly basis to senior management for review and tracking.
Processing Officer
Citigroup Global Services Ltd
09.2005 - 09.2007
- Processed transactions related to Citibank’s Ready Credit (Overdraft) facility across India, ensuring accuracy and compliance with internal guidelines.
- Evaluated KYC documents and assessed customer eligibility for loan approvals in line with regulatory requirements.
- Solely managed queries related to Collections and Recoveries at a national level, receiving multiple accolades for improving process efficiency and service delivery.
- Led staff training programs, prepared schedules, and supervised vendor teams across multiple operational processes.
- Spearheaded process improvement initiatives, building strategic partnerships that encouraged innovation, creativity, and effective problem-solving within the team.
- Conducted time and motion studies that led to reduced turnaround times for account bookings and improved overall operational effectiveness.
- Recognized as 'Star of the Month' (Jan 2007) for exceptional performance and contribution within just 1.5 years of tenure.
Education
Master of Arts - Commerce
University of Chennai
Chennai06-2005
Master of Arts - Financial Management
University of Chennai
Chennai06-2005
ICWAI(Inter) - Accounting
ICWAI
Chennai06-2005
Skills
- Dispute resolution
- Chargeback management
- Regulatory compliance
- Stakeholder engagement
- Team development
- Root cause analysis
- Process improvement
- Data analysis
- Vendor management
- Customer service
- Performance metrics
- Risk mitigation
- Operational oversight
- Effective communication
- Crisis management
- Operations management
- Innovation management
- Strategic planning
- Operational leadership
- Performance improvement
- Cross-functional coordination
- Team leadership
- Recruitment and hiring
- Staff training
Accomplishments
▪ Improved First Touch Resolution in Disputes from 16% to 65% at CBA.
Received 'Above Expectations' performance rating consistently during my tenure at Commonwealth Bank of Australia
▪ Led the Innovation Hub, implementing 15 process improvement ideas, resulting in 5 FTE savings.
▪ Enabled cross-skilling and upskilling initiatives, contributing to an additional 2 FTE benefit.
▪ Enhanced workflow solutions using the Daisy application, generating 3 FTE benefits.
▪ Ensured full PCI DSS compliance through initiatives controlling full card number exposure.
Successfully managed the transition of operations from Sydney to India, establishing end-to-end processes and governance frameworks
Professional Profile and Strengths
o Card Dispute Management (Visa/MasterCard/EFTPOS): Expertise in end-to-end dispute resolution, chargeback processing, and regulatory compliance.
o Data Analysis & Controls: Strong analytical skills used to monitor risk indicators and drive operational improvements.
o Process Re-engineering & Strategic Planning: Designed and implemented workflow enhancements that improved efficiency and reduced operational costs.
o Governance & SLA Compliance: Ensured adherence to internal controls, audit readiness, and regulatory standards including PCI DSS.
o Collaboration & Stakeholder Engagement:Worked closely with cross-functional teams, onshore/offshore stakeholders, and external partners to deliver high-impact outcomes.
o Performance Planning & Talent Retention: Led initiatives in team development, succession planning, and employee engagement to ensure high-performing and stable teams.
o Strong communication, negotiation, and partner management capabilities
Timeline
AVP- Dispute & Chargeback Operations
Commonwealth Bank of Australia
12.2021 - Current
Operations Manager
WIBMO Software Private Ltd.
08.2019 - 12.2021
Deputy Manager
Concentrix -Noor Bank
02.2015 - 08.2019
SME- Subject Matter Expert
ANZ Support Services India Pvt. Ltd.
07.2009 - 05.2014
Executive -Finance
Cognizant Technology Solutions
10.2007 - 04.2008
Processing Officer
Citigroup Global Services Ltd
09.2005 - 09.2007
Master of Arts - Commerce
University of Chennai
Master of Arts - Financial Management
University of Chennai
ICWAI(Inter) - Accounting
ICWAI
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