Manager, Service Delivery, Primax

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.

The Manager, Client Service Delivery leads a staff of Client Service Delivery team members across all lines of business, platforms, products and solutions including, but not limited to: Credit, Debit, Contact Center Services & Solutions or eCommerce, & Shared Branching. Incumbent will provide daily operational support, management, leadership and coaching to the Client Service Delivery Team. Incumbent will direct efforts of cross functional work-teams and related resources to support overall business objectives. Incumbent will develop business plans in support of division, business unit, and company goals, and design and implement new policies and procedures to ensure high quality, timely outcomes, and problem resolution. Incumbent plays an integral role in delivering service through building relationships with key CU managers and executives, ensuring staff develops and is executing CU service account plans, oversee and monitor service requests, and open projects to ensure timeliness, accuracy , and quality. Incumbent will also ensure employees assume a leadership role in providing operational expertise, consultative services, and strategic planning with their assigned CUs. Incumbent will assist with addressing any major operational issues or concerns and is accountable for ensuring Velera is providing the operational support that is expected for our member credit unions.

• Maintain extensive knowledge of applicable Velera products and services, platform and lines of business. applications and systems

• Provide leadership to Client Service Delivery Team. Responsible for team management, employee development, performance management, ensuring work is completed within service levels and client protocol consistently followed within the team. Track and monitor client satisfaction, communication, training, and leadership. Create and maintain a consultative environment as it relates to our clients and internal staff.

• Operational relationship management staff responsible for all facets of operational support, including requests and issues relating to day to day production support, projects, solutions, system enhancements and industry regulations.

• Oversee the development and maintenance of strong account relationships to achieve high client satisfaction ratings as reflected in member-owner and performance evaluation surveys.

• Act as management point of contact for credit unions for operational support and escalated issue resolution.

• Ability to communicate effectively with credit union operational staff and executives as well as internal support teams, leaders, and executives.

• Manage and maintain strong relationships with our member owners, vendors and all departments within the Velera organization.

• Consult with senior client management, including CEO’s, to ensure client’s objectives and service needs are being met.

• Monitor progress of all inquiries impacting the member owner credit unions and assist in resolution of complex and sensitive issues.

• Exercise discretion and independent judgment. Make necessary and timely decisions to prevent operational errors and financial loss.

• Forecast, obtain and/or develop sufficient skilled resources to meet the requirements of the area and its support of all client issues.

• Ensure appropriate statistical records are maintained and reported for productivity and quality. - Promote operational efficiencies.

• Identify, evaluate and promote enhancements to increase efficiencies and provide service at scale.

• Assist in department’s strategic planning and provide input, recommendations and direction for process improvements.

• Support various departments within Velera in consultative role.

• This may include assisting with the pre-sale process that includes participation in on-site meetings and conference calls with prospective and current clients.

• Maintain interaction and positive relationships with all Velera departments and vendors; including,  but not limited to MasterCard, Visa, various software vendors, networks, and other processors.

• Maintain a thorough understanding of all Velera products, solutions, and systems, including but not limited to set-up, implementation, testing, pricing, billing, and reporting.

• Identify sales opportunities and partner with the Account Executive in the execution of new products and services.

• Lead and/or participate in assigned projects including cross-functional teams in support of Velera, business unit, and/or department goals and objectives.

• Maintain current working knowledge of all Velera offered products and service applications including its key functions and associated reports.

• Maintain an understanding of payments regulations, e.g. Dodd-Frank, and how each relates to their assigned credit unions.

• Perform other duties as assigned.

Qualifications

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@velera.com for assistance.