Disputes Senior Manager

📍 Cardiff | 🏢 3 days a week in the office.

Disputes - Customer Operations 🚀

We are looking for an experienced operational leader in card disputes to manage our Card Disputes team serving UK and US customers. You will be doing more than just managing queues; it’s about owning our risk posture, refining controls, and championing the customer experience. You’ll work hand-in-hand with teams across Capital on Tap to eliminate friction, mitigate losses, and maintain our reputation for operational brilliance.

What You’ll Be Doing 🗃️

• Lead and mentor a high-performing team, ensuring all UK and US dispute claims are processed within strict scheme cycles (Visa) and regulatory timelines.


• Design, implement, and monitor robust control frameworks to mitigate financial loss and operational errors.


• Drive operational excellence by leveraging technology to streamline processes, mitigate risk and enhance the customer experience.


• Establish and monitor KPI’s to track performance and identify areas for improvement.


• Manage Card Disputes in a fast-paced environment, adapting to constant changes and engaging cross-functional teams


• Stay current on regulations, legislation, industry best practice, and innovation in fraud risk.


• Act as the final point of authority for complex dispute cases and high-priority customer escalations.

Our Values & Culture 🌞

• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.


• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.


• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.


• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.


• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

We’re Looking For 🔎

• A seasoned leader with extensive financial services experience in Card Disputes.


• An adaptable, pragmatic and resilient leader with a hands-on approach to problem solving.


• A proven track record of successfully leading and managing high- performing teams within a fast paced and dynamic environment.


• A subject matter expert who has a deep understanding of regulatory and legal requirements with a vast experience in conducting risk assessments and designing and testing mitigating controls


• An analytical thinker with the ability to interpret complex data and implement evidence-based decisions.

Interview Process 🤝

• Stage 1: 30 minute call with a Talent Partner


• Stage 2: 60 minute interview with our Customer Operations Director


• Stage 3: 60 minute interview with our People team and a peer

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.