Manager, CC Initiatives & Business Processes

Velera; United States; On-site; USD 82,700 - 105,400; Full time

Benefits offered by this job

Medical with telemedicine

Dental and Vision

401k with employer match

Paid Time Off (PTO)

Tuition Reimbursement

Wellness program

Job summary

A leading fintech solutions provider is seeking a Manager, CC Initiatives & Business Processes. This role involves managing strategic contact center initiatives, leading staff, and developing processes to enhance revenue and member experiences. Applicants should hold a relevant Bachelor's degree and possess over five years of management and financial services experience. The position offers competitive compensation with a salary range of $82,700 – $105,400, along with comprehensive benefits including medical coverage and a 401k plan.

Qualifications

• At least 5 years managing staff in a relevant field.
• Experience in financial services with payment card products.
• Cross-functional project management experience.

Responsibilities

• Lead contact center strategic initiatives effectively.
• Resolve complex inquiries for clients promptly.
• Make timely decisions to mitigate operational issues.

Skills

Customer service strategies

Leadership skills

Analytical skills

Effective communication

Project management

Problem-solving

Education

Bachelor’s Degree in Business, Finance, or Project Management

Master’s degree

Tools

Word

Excel

PowerPoint

Project Management software

Job description

Manager, CC Initiatives & Business Processes

Join Velera to apply for the Manager, CC Initiatives & Business Processes role.

Velera is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. Our purpose: Accelerate partners’ success through innovative financial technology solutions and inspired service.

The Opportunity

The Manager, CC Initiatives & Business Processes is responsible for ensuring successful implementation of action plans and objectives, leading staff, anticipating risks, advising cross‑functional teams, and developing opportunities to increase revenue and member experience.

Day in the Life

• Handle all contact center strategic initiatives and operational staff responsibilities.
• Supervise progress of inquiries impacting clients and resolve complex issues.
• Communicate effectively with credit union operational staff, executives, and internal support teams.
• Anticipate, identify, and handle key risks, propose mitigation strategies, and remove roadblocks.
• Make timely decisions to prevent operational errors and financial loss.
• Maintain understanding of Velera products, solutions, and systems.
• Lead support of Unified Agent Desktop with process flow development.
• Perform other duties as assigned.

Supervisory Responsibility

• Provide direction, coach, mentor, and develop staff in compliance with processes.
• Handle interviewing, hiring, promotions, performance appraisals, compensation, counseling, and terminations.
• Develop and maintain staff through training and leadership.
• Direct staff to ensure all duties meet department standards.

Qualifications

• Bachelor’s Degree in a related field, preferably Business, Finance, Project Management or equivalent.
• Master’s degree preferred.
• Minimum five (5) years managing staff.
• Minimum five (5) years within financial services with payment card products, support services, and client relations.
• Minimum five (5) years of cross‑functional project management experience in financial services or contact center industry.
• Extensive knowledge of customer service strategies and contact center operations.

Knowledge, Skills, & Abilities

• Supports Velera’s core values of Dedication, Collaboration, Belonging, Curiosity and Integrity.
• Leads teams in planning, tracking and controlling projects in a fast‑paced environment.
• Exercises discretion, independent judgment, confidentiality, and interacts with all levels of staff and vendors.
• Demonstrates leadership, organizational, problem‑solving, and executive presentation skills.
• Strong analytical and quantitative skills.
• Effective verbal and written communication; capable of giving presentations.
• Works under high pressure in a complex environment.
• Proficiency in Word, Excel, PowerPoint and Project/Task Management software.
• Minimal travel may be required.

About Velera

Velera is committed to fostering a diverse, inclusive, and respectful workplace where every employee can reach their full potential.

Pay Equity

$82,700.00 – $105,400.00 (actual pay 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 (HSAs)
• Flexible Spending Accounts (FSAs)
• Supplemental Insurance
• Mental Health and Well‑being: Employee Assistance Program (EAP)
• Tuition Reimbursement
• Wellness program
• Benefits are subject to eligibility, waiting periods, contributions, and other requirements.

Equal Opportunity & Legal Disclosures

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 complies with EEO laws and regulations. Employees or applicants who inquire about pay are not subject to discrimination. Velera is an E‑Verify Employer.

For accommodation requests, contact [e-mail].

This role is not eligible for sponsorship.