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Pega Disputes & Collections Modernization Lead
Apolis
- 🇺🇸 United States
- On-site
- Staff / Principal
- 12 hours ago
- $30 – $35 / hour
- Regulatory Compliance
- AI
- Change Management
12 hours ago
Location: Dallas TX USA 75201
Contract: 6+ Months
Role Overview
We are seeking a manager-level professional to lead a large-scale Pega upgrade program supporting the end-to-end credit card disputes and collections ecosystem. The ideal candidate will possess deep expertise in card servicing operations, dispute management, collections workflows, payment processing, and enterprise platform modernization.
This role will be responsible for overseeing the transformation of dispute and collections capabilities across the entire customer journey, from digital wallet transactions and customer servicing channels through payment network interactions, dispute processing, collections operations, and settlement systems. The candidate will serve as the bridge between business, operations, architecture, and technology teams to deliver a modernized Pega platform that supports scalable, compliant, and customer-centric dispute and collections operations.
Key Responsibilities
- Lead the end-to-end Pega upgrade and modernization program for credit card disputes and collections, including strategy, planning, execution, testing, deployment, and post-production stabilization.
- Define and deliver the target-state architecture for the disputes and collections ecosystem, ensuring seamless integration across customer channels, card servicing platforms, payment processing systems, and external payment networks.
- Oversee transformation of dispute and collections workflows spanning:
- Digital wallets and payment initiation platforms
- Credit card transaction processing systems
- Authorization, clearing, and settlement platforms
- Mastercard and other payment network interfaces
- Chargeback and dispute processing systems
- Collections and recovery platforms
- Customer servicing and case management systems
- Partner with business, operations, product, architecture, and technology teams to redesign dispute and collections processes and align them to future-state business capabilities.
- Drive modernization of Pega-based case management, workflow orchestration, business rules, routing, and decisioning capabilities.
- Establish integration strategy and governance across internal applications, third-party platforms, payment processors, and card network partners.
- Lead impact assessments, requirements gathering, process reengineering, solution design reviews, and implementation planning.
- Ensure regulatory compliance, operational resiliency, auditability, and risk controls are embedded throughout dispute and collections workflows.
- Identify opportunities to leverage AI, intelligent automation, workflow optimization, and predictive analytics to improve customer experience and operational efficiency.
- Manage executive stakeholders, program governance, vendor coordination, and cross-functional delivery teams throughout the modernization lifecycle.
- Develop and execute organizational change management, adoption, training, and support strategies to ensure successful implementation.
Required Qualifications & Experience
- Manager-level consulting, banking, or financial services experience leading large-scale transformation initiatives.
- Proven experience leading end-to-end Pega upgrade, migration, or modernization programs in financial services environments.
- Deep understanding of the end-to-end credit card transaction lifecycle, including:
- Authorization
- Payment processing
- Clearing
- Settlement
- Chargebacks
- Dispute resolution
- Collections
- Recoveries
- Strong expertise in credit card dispute workflows, including dispute intake, investigation, case management, chargeback processing, representment, arbitration, and resolution.
- Experience designing and implementing enterprise workflow solutions supporting disputes and collections operations.
- Demonstrated experience integrating Pega platforms with:
- Digital wallet platforms
- Card management systems
- Customer servicing platforms
- Payment processors
- Mastercard and other payment networks
- Case management platforms
- Customer communication channels
- Experience managing complex system dependencies and integration patterns across multiple upstream and downstream applications.
- Strong understanding of workflow orchestration, API integrations, event-driven architectures, and enterprise process automation.
- Experience working directly with business operations, technology teams, enterprise architects, and external vendors.
- Strong program management, executive communication, stakeholder management, and vendor coordination skills.
Preferred Qualifications
- Experience with Pega Smart Dispute, Pega Collections, or similar dispute and collections workflow platforms.
- Experience supporting Mastercard dispute processing, chargeback management, and payment network integrations.
- Experience with digital wallet ecosystems, including integration points for card provisioning, transaction dispute initiation, and customer servicing.
- Experience with cloud-based modernization and platform migration initiatives.
- Knowledge of AI-enabled case management, intelligent routing, agent-assist solutions, and automated dispute processing.
- Experience supporting regulatory remediation, operational risk, compliance transformation, and audit-driven modernization programs.
- Exposure to large-scale card issuers, payment processors, commercial banks, or financial services organizations.
The ideal candidate is a transformation leader who combines deep expertise in credit card disputes, collections operations, payment processing, and enterprise workflow platforms with hands-on experience delivering complex Pega modernization programs. They should understand the complete payment and dispute ecosystem, from digital wallet transactions through Mastercard processing, chargeback management, collections servicing, and settlement operations. The candidate must be capable of driving business process transformation while leading a highly integrated technology upgrade that modernizes the end-to-end disputes and collections value chain.
Pega Disputes & Collections Modernization Lead · Apolis