Contact Center Outsourcing Process Manager

Join the People Helping People Velera is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners’ success through innovative financial technology solutions and inspired service. The Opportunity: The Contact Center Outsourcing Process Manager will maximize efficiency, quality, and customer experience critical to Contact Center’s success, while developing strong vendor relationships. Incumbent will be responsible for managing vendor management functions; managing day to day vendor relations, while maintaining strong relationships with our partners, and assist in overall vendor strategy. Incumbent will be an instrumental member of the operations team, which is dedicated to delivering excellence to our Credit Unions and Member Owners. The ideal person for this role thrives in fast-paced startup environments and has demonstrated an ability to be effective with finite resources. Day in the Life: Responsible for managing relationships with a vendor, including developing new relationships, managing day to day vendor interactions, and handling or directing escalations. Develop strong relationships with key business areas and other support functions to ensure vendor management is understood and managed appropriately. Responsible for vendor expenses to the business, vendor cost controls, vendor efficiency, vendor performance, and overall vendor strategy. Track, measure and communicate key performance metrics associated with vendor-related activities. Ensure that the vendor relationship is well-developed and maintained to ensure a superior customer experience, timeliness, and a high level of efficiency. Evaluate/manage vendor on site through KPI’s and scorecards. Work proactively with vendor to improve department statistics. Responsible for managing vendor performance and compliance; must be able to offer solutions to improve vendor performance. Daily follow up with vendors in assigned tasks, ensuring on time response. Responsible for vendor compliance to VELERA & credit union policies and procedures. Act as the key point of contact for all vendor engagements in partnership with key business stakeholders. Think critically and make data driven decisions on how to improve our operations and drive our service closer to perfect reliability. Drive and enhance organizational value and efficiency. Formulate and implement policies and procedures to ensure smooth operation of business. Coordinate and allocate tasks and resources to ensure general operations run smoothly with vendors and sub-departments within VELERA. Must collaborate internally and externally to solve complex operational issues. Handle day-to-day management of existing vendor and incumbent new vendors. Can work with limited supervision and is self-motivated and proven ability to take person responsibility and accountability. Responsible for escalating issues to the appropriate department or department head. Must be able to communicate clearly and concisely to all levels of the organization. Ability to be available 24 hours a day, 7 days a week in the event of an emergency. Responsible for escalating issues to the appropriate department. Quarterly travel to onsite vendor locations & VELERA headquarters for monthly, quarterly, and yearly business reviews. Perform other duties as assigned. Education: Bachelor’s degree or equivalent combination of education and experience required. Experience: Five (5) years related work experience in customer service within a contact center or fraud detection, or vendor management required. Knowledge, Skills, & Abilities : Ability to communicate effectively with a wide range of personalities, from executive personnel, to our vendors and partners Excellent communications skills with ability to build and maintain effective working relationships Detail oriented with strong follow through and have the ability to organize and prioritize multiple projects Structured thinker with strong attention to detail Highly organized with focus on execution, problem solving, and improving processes Works well under pressure and easily adapts to changes in priorities Exhibit a sense of urgency in managing time and accomplishing tasks Self-motivated and able to work independently Ability to think critically and adapt quickly in a flexible environment Team player with an ability to work collaboratively Entrepreneurial spirit / self-starter Strong Excel skills Ability to define and manage processes Minimal travel may be required Ability to maintain confidentiality of information handled Ability to be flexible with schedule and 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, with an emphasis on Microsoft Word, Excel, and PowerPoint Additional Essential Functions and Responsibilities: Regular and reliable attendance. Responsible for reporting risks that are identified to the appropriate team and/or management. Additionally, responsible for managing, monitoring and reporting risks within the scope of your work area, to include, but not limited to Information Security risks. Actively supports and embraces Velera's core values of Dedication, Collaboration, Belonging, Curiosity and Integrity. Service Standards: Responsible for ensuring that exceptional service is delivered to both internal and external clients by doing what’s right for credit unions. Demonstrate enthusiastic support of corporate mission, vision, core values and long-term business objectives. Support a workplace where every employee feels valued, respected, and connected. Perform job duties within the company’s policies, procedures, service standards and the state and federal laws. Physical Demands: While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear Specific vision abilities required by this job include close vision Ability to occasionally lift/move up to 25 pounds 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. About Velera At Velera, inclusion isn’t an initiative – it’s how we work. Guided by a people‑helping‑people philosophy, we cultivate a culture where every employee feels valued, respected and empowered to do their best work. We’re committed to building a diverse workforce and fostering meaningful connection across our teams. Through a remote‑first, flexible environment, we prioritize psychological safety, wellbeing and belonging so individuals and teams can collaborate to thrive. Together, we’re shaping a new era of secure, innovative solutions for the clients and communities we serve. Learn more about what it’s like to work at Velera. Pay Equity $60,500.00 - $77,100.00 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 . 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 . For information regarding your Right To Work, please click here . This role is currently not eligible for sponsorship. As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at recruiters@velera.com for assistance.