Velera

Compensation

Full Description

Join the People Helping People 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 Opportunity 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. Day in the Life 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 Supervisory Responsibility 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 Bachelor’s Degree in related field, preferably in Business, Finance, Project Management or equivalent combination of education and experience required. Master’s degree is preferred. Minimum of five (5) years' experience managing entry level and professional staff required. Minimum of five (5) years' experience within the financial service industry with payment card products, support services and client relations required. Minimum of five (5) years cross functional project management experience in financial services or contact center industry required. Extensive knowledge of customer service strategies and contact center operations. Knowledge, Skills, & Abilities 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 $82,700.00 - $105,400.00 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 recruiters@velera.com for assistance. An Inclusive Atmosphere Where Possibilities are Delivered “Our Momentum. Your Moment.” At Velera, the nation’s premier payments credit union service organization (CUSO) and an integrated financial technology solutions provider, you’ll find it’s your time to join our exceptional culture and shine. If you want to help shape an industry, challenge yourself and invest in your future, you’ve come to the right place. Velera is a highly accessible environment where you’re empowered to think on your feet, work from your heart and discover the very best version of your professional and personal self. Your Voice Matters and Your Contributions are Rewarded You’ll be glad to know that you don’t have to wait your turn for the best opportunities to present themselves at Velera. Our atmosphere is designed for those who have a curious mindset and aren’t afraid to challenge the status quo. We invite you to bring your voice to our diverse team and take advantage of the wide variety of resources available to you. Powered by supportive leadership and innovative technology, we have exceptional learning, training and leadership development programs, as well as online courses to help you claim the brighter, more meaningful future you’ve always imagined. We Help Credit Unions Deliver Possibilities Velera has a proud history as an empowering resource for credit unions and their members, enabling them to optimize operations and realize sustained success. How have we done that? It starts by investing heavily in leading-edge technological innovations. It continues by building a track record of quality service and having the courage to lead. Now, as we continue to grow and help our credit unions prepare for the future, we’re well-positioned to build on our exhilarating momentum. Committed to service excellence and focused on innovation, Velera’s payment processing, risk management, data and analytics, loyalty programs, digital banking, marketing, strategic consulting and mobile platforms help deliver possibilities and seamless member experiences. Comprehensive, 24/7/365 member support is provided by contact centers located throughout the United States. Service Excellence – Delivering the Best We provide credit unions and their members with state-of-the-heart service. Security – Protecting Vital Interests We stop threats before they can cause damage. Digital Solutions – Presenting the Future We make it possible for members to conveniently experience the best in credit union services. Strategic Growth – Opening New Opportunities As the perfect partner with all the right tools, we help credit unions achieve their goals.