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Supervises card fraud investigations staff, manages complex fraud cases and disputes, administers Visa and Mastercard investigation systems, and oversees workflow, quality, compliance, reporting, and process improvements. The role trains and evaluates employees, investigates member concerns, monitors fraud trends, validates system enhancements, maintains regulatory and internal controls, and supports operational functions during high-volume periods.

Oversee the software development lifecycle for enterprise applications by gathering requirements, creating technical documentation, developing user stories, supporting Agile ceremonies, and partnering with product owners and stakeholders. Provide Tier 2 application support, troubleshoot incidents, coordinate software upgrades, manage workflows and access, collaborate with vendors, and participate in on-call support. Mentor junior business systems analysts and improve department processes.

Reviews, analyzes, and drafts vendor contracts including MSAs, SOWs, order forms, and NDAs. Identifies legal, regulatory, privacy, security, and third-party risk issues; coordinates reviews with Legal, Compliance, Information Security, and Enterprise Risk Management. Maintains contract data governance, supports risk-based vendor management, develops contract standards and templates, advises stakeholders, and promotes compliant contract review practices.

Supports risk-based internal audits, branch audits, and compliance reviews under supervision. Documents processes, performs walkthroughs, evaluates internal controls, executes testing, analyzes results, prepares workpapers and draft reports, communicates findings and recommendations, monitors regulatory requirements, and conducts follow-up procedures to verify remediation of identified risks.

Conduct independent compliance testing of policies, procedures, controls, and regulatory requirements. Plan reviews, perform fieldwork, document findings, obtain management corrective action plans, validate remediation, and report risks and metrics. The role also improves testing processes, supports issue resolution, guides junior team members, and maintains knowledge of changing financial services regulations.

Leads complex financial-services projects involving business analysis, system upgrades, vendor coordination, requirements, testing, UAT, release readiness, and production stabilization. Translates business objectives into system requirements and testing plans, manages defects and risks, advises stakeholders and senior management, mentors Business Analysts, and supports compliance documentation, training, and operational improvements across systems including Fiserv DataSafe and DNA.

Leads complex enterprise projects from planning through implementation, aligning executives, business owners, technical teams, and cross-functional stakeholders. Responsibilities include project scheduling, governance, risk and dependency management, change readiness, stakeholder communications, UAT coordination, benefits realization, and executive reporting. The role also mentors project teams, improves EPMO methodologies, supports transformation initiatives, and promotes consistent project management standards, analytics, compliance, and continuous improvement.