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Velera · 3 weeks ago

Manager, Client Delivery Experience (Project Management) - Remote

United States

Full-time

Remote

Senior Level, Lead/Staff

$106K/yr - $135K/yr

8+ years exp

Velera is the nation’s premier payments credit union service organization and an integrated fintech solutions provider. The Manager, Client Delivery Experience will lead a team in delivering high-quality client-facing projects and managing project implementations to ensure client satisfaction and operational efficiency.

CreditFinTechManagement Consulting

No H1B

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 ensure successful deployment

Manage project implementation staff to assist business and operating units to define product/service system requirements, develop project plans and technical procedures to support implementation on supported processing systems and subsystems, and 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 an operational plan for the department. Develop department strategies and execute defined strategic projects

Monitor 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 off-site 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 the 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 the identification of risks and dependencies, and demonstrate 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 a 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

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, 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

Perform other duties as assigned

Qualification

Card Processing SystemsClient Project ExperienceProject ManagementAnalytical SkillsSix SigmaMicrosoft Office SuitePresentation SkillsLeadership Skills

Required

Bachelor's Degree in a related field and/or equivalent combination of experience and education required

Eight (8) years in credit/debit card and/or financial industry-related experience required, inclusive of five (5) years in client project and/or conversion-related experience

Ability to lead large cross-functional teams and engage with senior leadership both internally and externally

Ability to analyze and assess business impacts

Demonstrated presentation skills and comfort 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 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 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