Manager, CC Initiatives & Business Processes

Velera is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners’ success through innovative financial technology solutions and inspired service.

The Manager, CC Initiatives & Business Processes is responsible to ensure successful implementation of action plans and objectives where the analysis of situations or data requires an in-depth knowledge of the company, competitive environment, technology, and economic or social implications of organization activities. Lead and develop staff for all operational servicing support and issues of day-to-day operations. Anticipate, identify and handle key risks associated with projects. Incumbent will advise direct efforts of cross functional work-teams and related resources to support overall business objectives. Identifies potential opportunities and develop the tactics and team needed to bring them to fruition. Incumbent will work closely with all business areas across multiple locations to ensure short- and long-range business plans provide solutions to increase the company’s revenue and member experience. 

• Handle all contact center strategic initiatives operational staff who are responsible for all facets of operational support, including requests and issues relating to day-to-day production support, projects, solutions, system improvements and industry regulations.

• Supervise progress of all inquiries impacting the clients and assist in resolution of complex and critical issues in a timely and effective manner.

• Ability to communicate effectively with credit union operational staff and executives as well as internal support teams, leaders, and executives.

• Anticipate, identify and handle key risks. Propose appropriate mitigation strategies. Identify cross-functional dependencies and ensure that stakeholders who need to collaborate are connected. Raise issues as needed and facilitate removal of roadblocks.

• Exercise discretion and independent judgment. Make necessary and timely decisions to prevent operational errors and financial loss.

• Must have a keen understanding of Operations business objectives and operational processes. Ability to consistently assess risk and make strategic trade-offs between opposing priorities.

• Ensure appropriate staff statistical records are maintained and reported for efficiency and quality.

• Maintain a detailed understanding of all Velera products, solutions, and systems, including but not limited to set-up, implementation, testing, pricing, billing, and reporting.

• Lead the support of Unified Agent Desktop (UAD) with process flow development, system updates, and partnership with system Processers for improvements.

• Perform other duties as assigned

• Provide direction and leadership to staff; guide, coach, mentor and develop staff ensuring compliance with processes and procedures

• Handle interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling and termination of staff

• Develop and maintain staff by applying the necessary training and leadership that will allow internal growth and advancement

• Direct staff, to ensure that all duties are performed according to department performance standards

Qualifications

• Actively supports and embraces Velera's core values of Dedication, Collaboration, Belonging, Curiosity and Integrity.

• Ability to lead team members in establishing, planning, tracking and controlling projects in a fast-paced environment, while leading priorities/projects and meeting deadlines

• Ability to exercise discretion, independent judgment, confidentiality, and interact effectively with all levels of staff, credit unions, and vendors

• Shown leadership skills, organizational skills, problem solving skills and executive presentation skills required

• Ability to lead multiple projects, work in a fast-paced environment and meet deadlines

• Ability to demonstrate strong analytical and quantitative skills

• Ability to communicate effectively in both verbal and written formats and give presentations using various audiovisual support aids

• Ability to work under high pressure in a complex environment

• Proficiency in Word, Excel, PowerPoint and Project/Task Management software

• Minimal travel may be required

• Ability to interact effectively and positively with all levels of management, staff, member clients and vendor

About Velera

At Velera we are committed to fostering a workplace where every employee feels valued, respected, and connected. We understand, attract and engage a diverse workforce where every employee can live up to their full potential; ensuring that our employee base reflects the consumers we serve. The result of this effort is an inclusive environment where diverse talent thrives. We strive to foster a safe and inclusive work environment for people to bring their authentic selves in order to build a better community within our company and with our partners.   Learn more about our commitment to Diversity, Equity, and Inclusion HERE!

Pay Equity

Actual Pay will be adjusted based on experience and other job-related factors permitted by law.

Great Work/Life Benefits!

• Competitive wages

• Medical with telemedicine

• Dental and Vision

• Basic and Optional Life Insurance

• Paid Time Off (PTO)

• Maternity, Parental, Family Care

• Community Volunteer Time Off

• 12 Paid Holidays

• Company Paid Disability Insurance

• 401k (with employer match)

• Health Savings Accounts (HSA) with company provided contributions

• Flexible Spending Accounts (FSA)

• Supplemental Insurance

• Mental Health and Well-being: Employee Assistance Program (EAP)

• Tuition Reimbursement

• Wellness program

• Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions

Velera is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

Velera is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster. Velera will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.

Velera is an E-Verify Employer. Review the E-Verify Poster here.  For information regarding your Right To Work, please click here.

This role is currently not eligible for sponsorship.

As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at [email protected] for assistance.