[Hiring] Manager, Dispute Change Execution @Velera

Role Description

The Manager, Disputes Change Execution will lead a group of technical and professional staff in delivering high quality dispute processing projects, 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 products/services supported on all processing systems and subsystems. The Manager will support the transformation of the organization to deliver quality projects with measurable and positive impacts on the client experience.

• Manage highly trained business analysis & project management staff responsible for delivering high quality project implementations.
• Oversee the department’s mission to assist clients in defining system requirements for implementation of dispute products/services, ensuring 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, to ensure customer satisfaction.
• Support product and marketing staff during 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.
• 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 efficiency and provide service at scale.
• Maintain thorough knowledge of industry-standard best practices, processes, data mining, and reporting tools as it pertains to dispute processing operations.
• Demonstrate understanding of complex business processes and systems; maintain a thorough knowledge of dispute processing platforms, interdependencies and technology capabilities.
• Collaborate with senior leadership to align 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 inventory and scheduling, ensuring all necessary documentation and resource requirements are defined and met.
• Evaluate requests and support the prioritization of project requests including identification of risks and dependencies and demonstrating 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 demand foundation is built within the Dispute Change Execution 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.
• Perform other duties as assigned.

Qualifications

• Bachelor’s Degree in related field and/or equivalent combination of experience and education required.
• 8 years in credit/debit card and/or financial industry related experience required, inclusive of 5 years in client project and/or conversion related experience.
• 5 years management experience preferred. Working knowledge of card processing systems preferred.

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.