Manager - Client Service Delivery
November 19
Description
• This position leads a staff of Client Service Delivery team members across all lines of business • Incumbent will provide daily operational support, management, leadership and coaching to the Client Service Delivery Team • Incumbent will direct efforts of cross functional work-teams and related resources to support overall business objectives • Incumbent plays an integral role in delivering service through building relationships with key CU managers and executives • Responsible for team management, employee development, performance management, ensuring work is completed within service levels and client protocol consistently followed within the team • Create and maintain a consultative environment as it relates to our clients and internal staff • Act as management point of contact for credit unions for operational support and escalated issue resolution • Monitor progress of all inquiries impacting the member owner credit unions and assist in resolution of complex and sensitive issues • Ensure appropriate statistical records are maintained and reported for productivity and quality • Promote operational efficiencies • Support various departments within Velera in consultative role • Identify sales opportunities and partner with the Account Executive in the execution of new products and services
Requirements
• Bachelor’s Degree in related field; preferably in Business Administration or equivalent combination of education and experience required • Eight (8) years related experience within the financial service industry with payment card products, support services and client relations required • Three (3) years management and or leadership experience in financial services industry required • Thorough knowledge of operational processing required • An understanding of project management best practices and six sigma methodologies preferred • Ability to build and maintain strong relationships and communicate effectively at all levels of the client organization • Must interact positively and professionally at all levels of management and staff within Velera, clients, and vendors • Ability to perform in-depth analysis on an inquiry, concept or project and provide appropriate consultation and feedback • Ability to manage multiple projects/tasks in fast-paced environment and meet deadlines • Minimal travel may be required
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
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