Banking Operations Contractor: 6-9 years (Advanced)

Job Description: Manager – Pega Disputes & Collections Modernization Lead

Role: Manager – Pega Disputes & Collections Modernization Lead
Industry: Banking and Financial Services
Function: Technology Transformation / Cards and Payments
Experience Level: Manager / Senior Technology Lead
Work Location: Dallas, TX
Employment Type: Full-Time

Role Overview

Goldman Sachs is seeking an experienced technology and transformation leader to drive a large-scale Pega upgrade and modernization program across the credit card disputes and collections ecosystem.

The ideal candidate will combine strong Pega platform expertise with a comprehensive understanding of credit card operations, payment processing, dispute management, chargebacks, collections, and enterprise application integration.

The role involves leading end-to-end modernization initiatives, defining target-state architecture, coordinating cross-functional teams, and ensuring seamless integration across card servicing platforms, digital payment channels, payment networks, and collections systems.

The successful candidate will act as a key liaison between business stakeholders, operations, enterprise architecture, engineering teams, and external vendors to deliver scalable, secure, compliant, and customer-centric solutions.

Key Responsibilities

1. Pega Upgrade and Modernization

• Lead end-to-end Pega upgrade, migration, and modernization initiatives, including planning, design, development coordination, testing, deployment, and post-production support.
• Assess existing Pega applications, workflows, business rules, integrations, and platform dependencies.
• Define the modernization roadmap, target-state architecture, implementation strategy, and delivery milestones.
• Drive platform performance, scalability, maintainability, and operational resilience.
• Manage technical risks, dependencies, release planning, and production readiness.

2. Credit Card Disputes and Chargeback Management

• Lead the modernization of end-to-end credit card dispute management workflows.
• Oversee processes covering dispute initiation, transaction validation, investigation, evidence collection, chargeback processing, representment, arbitration, and final resolution.
• Ensure effective integration between dispute case management systems, card processing platforms, customer servicing channels, and payment networks.
• Work with business and operations teams to improve dispute handling efficiency, case resolution times, and customer experience.
• Support relevant Mastercard and other payment network dispute processing requirements.

3. Collections and Recovery Operations

• Modernize collections workflows, case routing, customer engagement, recovery operations, and exception management.
• Align collections processes with business policies, customer servicing requirements, and regulatory controls.
• Improve workflow automation, case prioritization, escalation handling, and operational reporting.
• Coordinate integration with collections platforms, payment systems, and customer communication channels.

4. Payments and Enterprise Integration

• Drive integration across the credit card transaction lifecycle, including authorization, clearing, settlement, and payment processing.
• Manage integration requirements involving digital wallets, card management systems, payment processors, Mastercard, Visa, and other relevant payment network interfaces.
• Define integration patterns using APIs, event-driven architecture, messaging, and enterprise services.
• Assess upstream and downstream system dependencies and establish integration governance.
• Coordinate with architecture and engineering teams to ensure reliable data exchange, transaction traceability, and operational consistency.

5. Architecture and Business Process Transformation

• Define target-state architecture for Pega-based disputes and collections solutions