Chargebacks Manager

• Lead with purpose, grow your leadership career at Kiwibank.
• Based in Wellington Central, Lower Hutt or Auckland with hybrid work arrangements.
• Excellent benefits including wellbeing leave, subsidized banking, insurance and more!
  
  
  

This is us. Where making an impact matters.

At Kiwibank, we’re driven by our purpose – to make Kiwi better off. We protect our customers from the financial and emotional impacts of disputed transactions and chargebacks. Due to internal movement, we are searching for our next People Leader to lead our Disputes and Chargebacks team.

You’ll lead a high-performing team of Chargeback Specialists, combining people leadership, operational oversight, and strategic delivery. Your focus will span coaching, compliance, workflow optimisation, and continuous improvement.

You’ll also work closely with the Head of Customer Protection to deliver strategic priorities, insights, and improvements that shape the future of how we manage disputes.

In this role you will:

• Lead and coach a team to deliver seamless, end-to-end outcomes for our customers.
• Drive continuous improvement and uplift team capability.
• Contribute to transformation initiatives across Customer Protection.
• Manage daily workflows, allocate tasks, and ensure service levels are consistently met.
• Provide expert guidance and escalation support on complex or high-risk cases in line with the Visa rules and Kiwibank policies.
• Align team goals with Kiwibank’s strategic priorities.
• Prepare data-driven insights and reports to inform strategy and improvements.
• Champion operational risk and compliance in line with legal and policy obligations.
  
  
  

This is us. Where your expertise matters.

At Kiwibank, we will help you build on your strengths and learn new skills, but in the meantime, we would love to hear from you if you have some of the following:

• Proven leadership experience in financial services, ideally in disputes or chargebacks.
• Deep understanding of Visa Scheme rules and dispute resolution processes.
• Confidence in managing escalations and applying policy to complex scenarios.
• Strong data literacy—able to interpret insights and influence outcomes.
• Operational risk and compliance awareness.
• Excellent communication and relationship-building skills.
  
  
  

You do not need to tick every box here to be considered!

Apply Now – applications close on Friday 13 June. We will be reviewing resumes throughout the advertising period and reserve the right to withdraw the ad at any time.

This is us. Where you and your whānau matter.

Making a difference for all Kiwi starts with making a difference for our people. Flexibility, growth, challenging and rewarding work - this is Kiwibank. A place where you can belong and thrive – we are as ambitious as we are caring. We have big ideas and big plans. For you, for Kiwibank and for all Kiwi.

For an idea about what life is like at Kiwibank and some of the benefits we offer make sure to check out the attached video.