VP, Strategic Initiatives

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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

• Lead the design, execution, and governance of Contact Center Strategic Initiatives aligned with enterprise goals and transformation priorities • Oversee Experience and Strategic Initiatives teams enhancing customer, client, and employee journeys through process, data, and technology innovation • Build and manage an integrated roadmap covering modernization initiatives, human experience design, and measurable performance outcomes • Partner with Technology, Operations, and Vendor Management to deliver platforms, tools, and processes across business lines • Direct analysis, evaluation, and selection of technologies and workflows optimizing productivity, scalability, and user experience • Govern initiative prioritization, resourcing, budget, and timelines • Establish metrics and dashboards measuring initiative effectiveness, experience impact, and business ROI • Provide executive-level insights and presentations translating technical progress into business outcomes • Lead and mentor managers, analysts, and leads • Partner with the VP, Contact Center Excellence to operationalize and sustain strategies, systems, and processes after implementation • Ensure initiatives meet regulatory, compliance, and security standards • Provide strategic direction, coaching, mentoring, training, and performance management for staff • Handle interviewing, hiring, promotions, transfers, appraisals, compensation, counseling, and termination of staff • Report and manage risks, including Information Security risks, within the work area • Ensure exceptional service to internal and external clients and support corporate mission, values, and objectives

🎯 Requirements

• Bachelor’s degree in Business, Systems, or related field required • 10+ years of progressive leadership in strategy, technology, or contact center transformation • Proven success leading large-scale modernization or digital transformation initiatives • Experience integrating technology, analytics, and customer experience design in complex environments • Record of building and leading high-performing, cross-functional teams • Strategic, systems-level thinking and strong change leadership skills • Exceptional communication and executive presentation capabilities • Deep understanding of contact center systems, automation tools, and performance analytics • Ability to translate complex business and technology needs into actionable roadmaps • Collaborative leadership style fostering innovation and partnership across functions • Regular and reliable attendance • Ability to sit, use hands to finger, handle, or feel, and talk or hear • Close vision ability • Ability to occasionally lift/move up to 25 pounds • This role is currently not eligible for sponsorship • Must comply with applicable work authorization requirements; Velera is an E-Verify Employer

🏖️ 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 • Flexible time off and healthy working norms • Reasonable accommodation for individuals with disabilities