Client Service Delivery Service Governance Manager - 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.

We are seeking a talented  Manager, Operational and Service Governance to assist in developiing strategy, metrics, and execute a best in class service model.  The incumbent will coordinate and support Velera’s  largest business unit leaders by acting as the point of contact. This position is responsible for providing support in data, reporting, communication, development and commercialization of service monitoring, opportunities for improvement, and communication of challenges and success in delivery of Service Excellence as it pertains to all clients. They will ensure that this business unit is supported and aligned to meet their overall service goals and objectives Incumbent will assist in the development, influence and implement a partner strategy that aligns with all client facing business units

• Communicate, manage, and act as the Client Service Delivery  liason with the all client facing teams.
• Responsible for knowing and understanding the business units roadmap, and working to facilitate forward momentum while elevating road-blocks.
• Provide strategic direction, prioritization and alignment of resources in an effort to reduce service issues, ensure business teams are aligned and deliver on service goals.  Work with business  units to architect, design, prototype and develop solutions that enable service remediation and proactively address issues  and improve speed of resolution.
• Establish service requirements and monitor and share results
• Identify business opportunities and work with all Business Units to ensure service is deployed with focus on continued service excellence.
• Incumbent will have an extensive understanding of financial products, technology, and client service experience.
• Through close cross-funcitonal colloabration, incumbent will identify opportunities for improved service  and shortened time frames to meet and exceed market and client expectations.
• Define scope and objectives for service goals using data and collaboration to ensure  teams are aligned and delivering on our promise for Service Excellence.
• Collaborate with all levels across the company to optimize the BU partner relationship, with the objective to maximize services offered to, and the perceptions of our clients and employees.
• Review, monitor, and report BU performance, establish enterprise wide delivery expectations. Responsible and accountable for corrective action and process improvements, collaborating with internal stakeholders at all levels.
• Accountable for achieving service levels, taking into account risk considerations, solving business issues, identifying gaps and business opportunities; Coach business owners and IT personel on mitigating strategies and positioning throughout the service.
• Provide technology guidance and clarify process Gaps. Work directly with key internal stakeholders, executives to negotiate, escalate, and resolve issues; Direct and establish priorities with designated BU to ensure focus on most critical issues.
• Identify internal gaps impacting BU performance; Influence internal stakeholders to implement process improvements and processes to maximize partner performance and positive impact.
• Coordinate and participate in discussions around the business strategy and requirements.
• Create and implement strategic plans to provide organizational service as well as process improvement productivity enhancements.
• Provide direction and leadership to enterprise teams as it relates to service performance; build and nurture relationships in the completion of their day to day responsibilities and ensure that those established policies and procedures are followed.
• Participate in management training and develop leadership skills that will allow internal growth and advancement.
• Ensure that all duties are performed according to departmental performance standards.
• Utilize service management resources for understanding service opportunities, and service demand, so internal customers are aware of the service available.
• Plan, define and manage support strategy around tools and processes.
• Ensure proper documentation and reporting  is established and maintained for policy, processes and procedure.
• Set direction and provide a framework through which improvement objectives can be delivered.
• Perform other duties as assigned.

• 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
• Develop and maintain staff by applying the necessary training and leadership that will allow internal growth and advancement
• Direct staff, to ensure that all duties are performed according to department performance standards

Position Specifications

• Three (3) years management and or leadership experience in financial services industry required. Thorough knowledge of operational processing required.
• An understanding of project management best practices and six sigma methodologies preferred.

• Demonstrate behaviors based on Velera values: Excellence, Innovation, Leadership, Passion, Trust and Diversity, Equity, & Inclusion
• Ability to communicate effectively in both verbal and written formats, explain complex technical issues and give presentations utilizing various audiovisual support aids
• Experience/Exposure with large-scale IT projects. Exposure to all technical aspects of the department including the oversight, acquisition and maintenance of systems software and hardware
• Ability to use Enterprise information systems including deployment, maintenance, backup, recovery, data security, and data management practices
• Ability to manage multiple projects, work in fast-paced environment, and meet deadlines
• Demonstrated excellent analytical and quantitative skills
• Ability to exercise discretion and good judgment in making decisions
• Proficiency in word processing and spreadsheet computer software applications
• Minimal travel may be required
• Ability to maintain confidentiality of materials handled
• Ability to be flexible and work under high pressure in a complex environment
• Availability to respond on an on-call basis 24 hours a day, 7 days a week

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.