Manager, Client Delivery Experience (Existing Business) - Remote

Join the People Helping People

PSCU/Co-op Solutions is now Velera! PSCU and Co-op Solutions became a single entity on January 2, 2024, and our new company name was announced on May 7, 2024. Our new brand represents our combined company’s shared mission and unique ability to drive velocity and positive momentum for credit union success in a new era of financial services.

The Manager, Client Delivery Experience will lead a group of technical and professional staff in complex, client-facing projects to deliver high-quality card processing projects, conversions, parameter configurations, set-up of requested solutions, and execution of quality assurance testing. This position will define requirements and processes for implementing enhancements and new products/services supported on all processing systems and subsystems. The Manager will support the organization's transformation to deliver quality projects with measurable and positive impacts on the client experience.

The Manager, Client Delivery Experience will assist Sales as needed in the proposal process, which may include on-site presentation of services to potential customers; and interact with CEOs and senior client executives to ensure high client satisfaction. The Manager will assume responsibility for all client projects in the assigned area, which may include high-visibility strategic conversions and product implementations; and act as an escalation point of contact for critical issues to ensure quality service and positive relationships between Velera, financial institutions, and partners. This position will provide management leadership and supervision for employees focusing on project implementation using standardized project management processes, tools, and best practices.

Platform and processing parameter configurations present significant risk for operational and revenue loss to Velera and our clients. Provide oversight and leadership of client-facing teams in support of all debit and credit platform configurations for multiple vendor processing platforms in accordance with custom client requirements, SLAs, and change management practices to protect from operational loss, revenue loss, and negative cardholder impact.

Role Responsibilities

• Manage highly trained, client-facing project management, and/or technical staff responsible for deploying cross-functional teams to deliver high-quality project implementations.
• Oversee the department’s mission to assist clients in defining system requirements for the implementation of products/services, including system conversions, and complex mergers; and ensuring a successful deployment.
• Manage project implementation staff to assist business and operating units in defining product/service system requirements, and develop project plans and technical procedures to support the implementation on supported processing systems and subsystems, to ensure customer satisfaction. Support product and marketing staff during the sales cycle, assisting in identifying and providing for customer needs.
• Forecast, recruit, and develop sufficient skilled resources to meet area requirements. Assign resources to project requests based upon established priority and support of other business units.
• Guide procedural workflow, establish project management principles and timeline management, enhance inter-departmental communication and relations, and instill accountability, responsibility, and leadership skills in staff members.
• Promote operational efficiencies. Identify, evaluate, and promote enhancements to increase efficiencies and provide service at scale. Assist in the department’s strategic planning and provide input, recommendations, and direction for process improvements
• Develop and manage operational plans for the department. Develop department strategies and execute defined strategic projects.
• Monitor the progress of all change events and assist in the resolution of issues or delays impacting the successful conclusion of projects. Maintain updates on enhancements and changes to processing systems and subsystems as they impact team processes.
• Develop and ensure compliance with Velera project management processes. Evaluate completed tasks to review variations from established processes and identify opportunities for continuous process improvement.
• Attend offsite meetings at client locations, other Velera locations, and regional locations of Velera partner vendors as needed.
• Provide pre-sale cycle support and consulting including travel to client locations for presentations to senior client management team. Provide ad hoc technical support and consulting to other Velera areas.
• Maintain KPIs and OKRs ensuring delivery of high-quality project results, utilizing proactive measures to ensure smooth implementation.
• Provide after-hours on-call support for project installations as needed.
• Maintain thorough knowledge of industry-standard best practices, processes, data mining, and reporting tools as it pertains to PMO project management/deployment of all supported areas of operations.
• Demonstrate understanding of complex business processes and systems; maintain a thorough knowledge of processing platforms, interdependencies, and technology capabilities.
• Collaborate with senior leadership to align on organizational goals, key initiatives, trends, and strategic objectives.
• Support Go-To-Market team collaboration meetings to identify business unit impacts and capture resource estimates.
• Create department performance standards and procedures supporting business unit objectives; evaluate and provide feedback on individual and team performance for productivity, accuracy, timeliness, losses, and rejects; review staffing ratios for equitable distribution of workload.
• Establish departmental reports and procedures that comply with established contractual requirements for all client and business partner relationships. Manage, monitor, and continually seek ways to improve reporting requirements. Identify any Service Level Agreement (SLA) variances and communicate such variances to appropriate team members.
• Analyze and evaluate project requirements and scheduling, ensuring all necessary documentation and resource requirements are defined and met.
• Evaluate requests and support the prioritization of project requests including identification of risks and dependencies, and demonstrating an understanding of the client’s strategic goals.
• Manage internal and external stakeholder relationships, including vendor relationships.
• Manage and refine non-standard project requests, ensuring proper commercialization and demand foundation is built within the Client Delivery Experience team.
• Oversee testing and issue resolution for new product releases that impact operational processes.
• Conduct issue and problem resolution and consulting for unexpected outcomes of project or solution implementations.
• Maintain thorough knowledge of industry-standard best practices, processes, data mining, and reporting tools as it pertains to PMO project management/deployment of all supported areas of operations.

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 as required.
• Develop and maintain staff by establishing the necessary training and leadership that will foster internal growth, and advancement and maintain morale.
• Direct staff in the development of action plans aimed at increasing employee engagement
• Direct staff to ensure that all duties are performed according to department performance standards.
• Individuals with a disability who are otherwise able to perform the essential functions of the job may request a reasonable accommodation through the Human Resources department.

Role Requirements

Education

• Bachelor’s Degree in related field and/or equivalent combination of experience and education required.

Experience

• Eight (8) years in credit/debit card and/or financial industry-related experience is required, inclusive of five (5) years in client project and/or conversion-related experience.
• Five (5) years of management experience preferred. 
• Working knowledge of card processing systems preferred. 

Knowledge, Skills, & Abilities

• Ability to lead large cross-functional teams and engage with senior leadership both internally and externally.
• Ability to analyze and assess business impacts
•  Expert analytical and critical thinking skills – the ability to analyze complex issues and industry information, identify risks/opportunities, develop options, and present effective solutions to stakeholders.
• Demonstrated leadership skills that foster accountability, collaboration, alignment, and teamwork.
• Demonstrated presentation skills and comfort in presenting to all levels of leadership within the organization.
• Ability to problem solve and remove barriers.
• Ability to deliver objectives within established timelines.
• Ability to lead team members in planning, tracking, and implementation of complex projects in a fast-paced environment; while managing multiple priorities/initiatives and meeting deadlines. 
• Understanding of Six Sigma and project management best practices to implement, monitor, and control changes to existing processes and procedures in order to attain high levels of quality and client satisfaction. 
• Thorough understanding of the card payment industry, various processing systems, and/or related in-house applications. 
• Ability to read and understand legal/compliance contractual requirements and implement them within the confines of the agreement.
• Demonstrated analytical and quantitative skills. 
• Proficiency in standard Microsoft Office Suite such as Word, Excel, PowerPoint, Teams etc.
• Ability to travel up to 50% or as needed.
• Ability to maintain confidentiality of materials handled. 
• Ability to be flexible and work under high pressure in a complex environment.

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

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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 and the "EEO is the Law" Poster Supplement. 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 (English and Spanish). For information regarding your Right To Work, please click here (English and Spanish poster).

As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at recruiters@pscu.com for assistance.