[Hiring] Manager, Client Delivery Experience @Velera

Role Description

The Manager, Client Delivery Experience will lead a group of technical and professional staff in complex, client-facing projects to deliver high-quality card processing projects, conversions, parameter configurations, set-up of requested solutions, and execution of quality assurance testing. This position will define requirements and processes for implementation of enhancements and new product/services supported on all processing systems and subsystems.

• Support the transformation of the organization to deliver quality projects with measurable and positive impacts on the client experience.
• Assist Sales as needed in the proposal process, including on-site presentations of services to potential customers.
• Interact with CEOs and senior client executives to ensure high levels of client satisfaction.
• Assume responsibility for all client projects in assigned area, including high-visibility strategic conversions and product implementations.
• Act as an escalation point of contact for critical issues to ensure quality service and positive relationships.
• Provide management leadership and supervision for employees focusing on project implementation using standardized project management processes, tools, and best practices.
• Provide oversight and leadership of client-facing teams in support of all debit and credit platform configurations.

Qualifications

• Bachelor’s Degree in 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.
• Five (5) years management experience preferred.
• Working knowledge of card processing systems preferred.
• Ability to lead large cross-functional teams and engage with senior leadership.
• Ability to analyze and assess business impacts.
• Demonstrated presentation skills and comfort presenting to all levels of leadership.
• Ability to problem solve and remove barriers.
• Ability to deliver objectives within established timelines.
• Understanding of Six Sigma and project management best practices.
• Thorough understanding of card payment industry and various processing systems.
• Ability to read and understand legal/compliance contractual requirements.
• Demonstrated analytical and quantitative skills.
• Proficiency in standard Microsoft Office Suite.
• Ability to travel up to 50% or as needed.
• Ability to maintain confidentiality of materials handled.

Requirements

• Manage highly trained, client-facing project management and/or technical staff.
• Oversee the department’s mission to assist clients in defining system requirements.
• Manage project implementation staff to assist business and operating units.
• Forecast, recruit, and develop sufficient skilled resources.
• Guide procedural workflow and establish project management principles.
• Promote operational efficiencies and identify enhancements.
• Develop and manage operational plan for the department.
• Monitor progress of all change events and assist in resolution of issues.
• Develop and ensure compliance to Velera project management processes.
• Attend offsite meetings at client locations and other Velera locations.
• Provide pre-sale cycle support and consulting.
• Maintain KPIs and OKRs ensuring delivery of high-quality project results.
• Provide after-hours on-call support for project installations.
• Collaborate with senior leadership to align on organizational goals.
• Manage internal and external stakeholder relationships.
• Oversee testing and issue resolution for new product releases.
• Provide direction and leadership to staff; guide, coach, mentor, and develop staff.
• Handle interviewing, hiring, promotions, transfers, and performance appraisals.
• Develop and maintain staff by establishing necessary training and leadership.
• Direct staff to ensure that all duties are performed according to department performance standards.
• Perform other duties as assigned.

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.