Senior Delivery Dispute Analyst

Job Description:

About the Role:

• Protecting Client Restaurant's Bottom Line through monitoring and resolving disputes efficiently. Must have understanding of restaurant industry and its third party aggregator eg Uber Eats, DoorDash, and Grubhub.
• Profile should centralizes all dispute-related tasks into one streamlined dashboard.
• Shall automates the dispute process for orders from platforms like Uber Eats, DoorDash, and Grubhub, allowing to track, submit, and resolve disputes without the back-and-forth hassle.
• Profile shall have understanding to recover lost revenue faster.
• In case a dispute arises, ie Once an issue is flagged, Profile shall submits the dispute across all relevant platforms, ensuring timely filings and preventing missed deadlines.
• Real-Time Monitoring: Provide visibility of  progress of each dispute in real-time, with updates on recovery amounts and issues resolved.
• Recover Lost Revenue: By automating disputes, and ensure no revenue is been lost due to discrepancies, cancellations, or refunds not being properly handled
• Develop KPIs  that no dispute is left unresolved, faster and timely dispute is raised within 5 WD , recovery TAT and accuracy.
• Depth knowledge of the Dispute Dashboard, Dispute Rate & Win Rate , prioritizing highvalue disputes and complete knowledge of platform’s guideline.
• Provide clear, accurate evidence for each dispute to increase the likelihood of a favourable resolution.
• Flag Suspicious Customers: Be aware of potential fraudulent claims and flag them to avoid further losses.
• Financial reconciliation : comparing actual payouts with estimated payouts, as well as aligning sales data from your POS system with external platforms (like Uber Eats and DoorDash). Highlighting any discrepancies in real-time. 

Responsibilities:

• Team Management : 5 to 10 team members
• Client Onboarding: Facilitate the seamless onboarding of new clients, ensuring all necessary documentation, systems access, and introductory communication are completed in a timely manner
• Client Offboarding: Manage the structured offboarding process, including system deactivation, data handover, final communication with client
• Mailbox Management: Monitor and manage shared mailbox with a turnaround time of 1 WD,  prioritizing and responding to critical client communications efficiently.
• Client Connects and Follow-ups: Schedule and maintain regular touchpoints with clients to ensure satisfaction, resolve issues, and follow up on open items.
• Invoice Processing: Preparation of invoices in alignment with internal guidelines.
• Invoice Delivery: Ensure timely and accurate delivery of invoices to clients and address any related queries or discrepancies.
• Coordination with Infosync Finance Team: Act as a liaison between the operational team and Infosync’s Finance department for financial data alignment, follow-ups, and reporting.
• Outlining the status of active and inactive clients, along with any pertinent observations.
• Stakeholder Review Deck Preparation: Develop and update weekly presentation decks for stakeholder reviews, incorporating feedback, action items and aligning with strategic goals.
• Special Client Requirements: Manage and address unique requirements from key clients and ensuring customized service delivery.
  
  

Knowledge and Experience:

• Essential: Proficiency in English language with excellent oral and written communication skills  and Experience in Retail/ Restaurant industry 
• Education Qualification - Bachelor's degree or equivalent experience.
• 6+ years of rigorous hands-on experience preferably in a complex, fast paced, matrix and challenging work environment
• Results orientated, fact-based., Confident stakeholder management skills
• Comprehensive experience with various restaurant aggregator platforms, POS
• Quick to identify risks and collaborate with necessary parties to develop risk mitigation plans
• An understanding of shared services/ COE operating models; good knowledge of leading practices in shared services (e.g, SLAs, KPIs, metrics, and reporting)
• Proficient in MS Office applications, especially in MS excel and PowerPoint.

Shift Availability: Candidates should be available from 7:30 PM IST to 4:30 AM IST, with flexibility to support outside of these hours as required.

Reports To: Controller FAO in US and Delivery Dispute Manager India