Contact Center Outsourcing Process Manager

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Velera

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📣 Marketing

💳 Fintech

Consulting • Marketing • Fintech

Velera is a company that provides a wide range of solutions for financial institutions, focusing on payment and banking technology. The company offers services in digital card issuance, digital wallets, and provides a co-op pay network and ATM terminal driving. Velera integrates sophisticated scoring and decision-making tools for fraud prevention and identity authentication. It also offers strategic consulting services for growth and marketing. Velera positions itself as a partner in digital banking and financial technology innovation.

📋 Description

• Manage vendor relationships, including developing new relationships, day-to-day interactions, and escalations • Develop strong relationships with key business areas and support functions • Manage vendor expenses, cost controls, efficiency, performance, and overall strategy • Track, measure, and communicate vendor-related performance metrics • Evaluate and manage vendor onsite performance through KPIs and scorecards • Work proactively with vendors to improve department statistics and performance • Manage vendor performance and compliance with Velera and credit union policies and procedures • Act as the key point of contact for vendor engagements with business stakeholders • Make data-driven operational decisions and improve reliability, value, and efficiency • Formulate and implement policies and procedures for smooth business operations • Coordinate tasks and resources across vendors and Velera sub-departments • Collaborate internally and externally to solve complex operational issues • Manage existing vendors and onboard new vendors • Escalate issues to appropriate departments or department heads • Provide clear and concise communication across all organizational levels • Provide emergency availability 24 hours a day, 7 days a week • Travel quarterly to onsite vendor locations and Velera headquarters for business reviews • Report, monitor, and manage risks within the work area, including Information Security risks • Ensure exceptional service to internal and external clients and support company values and standards • Perform other duties as assigned

🎯 Requirements

• Bachelor’s degree or equivalent combination of education and experience required • Five (5) years related work experience in customer service within a contact center, fraud detection, or vendor management required • Ability to communicate effectively with executives, vendors, and partners • Excellent communication skills and ability to build and maintain effective working relationships • Detail-oriented with strong follow-through and ability to organize and prioritize multiple projects • Structured thinker with strong attention to detail • Highly organized, execution-focused, and skilled in problem solving and process improvement • Ability to work under pressure and adapt to changing priorities • Self-motivated and able to work independently • Ability to think critically and adapt quickly in a flexible environment • Ability to work collaboratively as a team player • Entrepreneurial spirit / self-starter • Strong Excel skills • Ability to define and manage processes • Ability to maintain confidentiality of information handled • Flexibility with schedule and ability to work under high pressure in a complex environment • Ability to work in a fast-paced environment and manage multiple tasks in parallel • Strong computer skills, especially Microsoft Word, Excel, and PowerPoint • Minimal travel may be required • Regular and reliable attendance • Ability to occasionally lift/move up to 25 pounds • Must be eligible to work in the United States; this role is currently not eligible for sponsorship

🏖️ Benefits

• 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 • Employee Assistance Program (EAP) • Tuition Reimbursement • Wellness program • Remote-first, flexible environment • Psychological safety, wellbeing and belonging • Quarterly travel to onsite vendor locations and Velera headquarters for business reviews