Manager - Client Service Delivery

November 19, 2024

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Velera

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Velera is a company dedicated to powering the growth of credit unions through transformative fintech solutions and exceptional service. With over 45 years of experience, Velera serves 4,000 financial institutions and employs a team of 4,800 professionals. The company is focused on innovation and velocity, aiming to accelerate success within the credit union movement by enhancing credit processing, data insights, fraud management, digital banking, and more. Velera prioritizes the 'people helping people' philosophy and collaborates with industry leaders to deliver cutting-edge financial services and solutions.

Credit Processing • Debit Processing • ATM Network • Fraud & Risk Management • Recovery Solutions

1001 - 5000 employees

Founded 1983

💳 Fintech

💸 Finance

🤝 B2B

📋 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