Business and Financial Performance Analyst - Remote

About the role

The Business and Financial Performance Manager role is responsible for leading financial performance management for the Contact Center Services & Solutions (CCS&S) business unit. This role serves as the primary financial partner to Contact Center leadership, translating operational activity into financial outcomes and driving actions that improve revenue, cost efficiency, and margin performance.

Responsibilities

• Lead financial performance management for the Contact Center, including monitoring and improving revenue, expense, and margin outcomes against plan
• Own and execute forecasting, planning support, and in-period performance analysis, translating operational drivers into actionable insights and recommended actions
• Maintain and execute cost-to-serve models and financial frameworks that inform pricing, operational decisions, and long-term planning
• Analyze financial and operational trends to provide clear, data-driven recommendations that improve profitability and operational efficiency
• Partner cross-functionally with Operations, Finance, Pricing, and Sales to align financial targets with operational execution and client commitments
• Provide financial evaluation and decision support for business cases, investments, and new initiatives, including revenue projections, cost impacts, and return analysis
• Drive continuous improvement in financial reporting, forecasting, and performance management processes to enhance visibility, accuracy, and speed of decision-making
• Partner with Contact Center leadership to influence decisions through insights and business expertise
• Regularly report risks to the appropriate team and management
• Manage, monitor, and report risks within the scope of your work area

Requirements

• Bachelor’s degree in Finance, Accounting, Economics, Business, or a related field required
• Advanced degree (MBA or similar) preferred
• 6+ years of experience in financial planning, forecasting, financial analysis, or business performance management
• Experience supporting or driving financial performance within a complex, service-based or contact center environment preferred
• Demonstrated experience in cost modeling, pricing analysis, or profitability optimization
• Experience partnering cross-functionally with Finance, Operations, and business leadership to influence decision-making
• Experience working with large datasets, financial systems, and business intelligence tools

Qualifications

• Ability to build and maintain complex financial and cost-to-serve models that support pricing and profitability decisions
• Proven ability to translate operational metrics into financial outcomes and business impact
• Advanced analytical skills with the ability to synthesize large, complex datasets into actionable insights
• Strong understanding of how pricing, service models, contracts, and operations influence financial performance
• Ability to identify risks and opportunities and drive data-informed recommendations to improve business outcomes
• Strategic thinking skills with the ability to connect near-term performance to long-term business objectives
• Excellent communication skills with the ability to clearly translate complex financial concepts to non-financial stakeholders
• Demonstrated ability to influence decision-making and build strong cross-functional partnerships
• Strong problem-solving capabilities with the ability to identify root causes and drive resolution in a complex environment
• Advanced proficiency in Excel and experience with business intelligence tools (e.g., Qlik, Power BI) to support reporting and decision-making

Skills

• Ability to build and maintain complex financial and cost-to-serve models that support pricing and profitability decisions
• Proven ability to translate operational metrics into financial outcomes and business impact
• Advanced analytical skills with the ability to synthesize large, complex datasets into actionable insights
• Strong understanding of how pricing, service models, contracts, and operations influence financial performance
• Ability to identify risks and opportunities and drive data-informed recommendations to improve business outcomes
• Strategic thinking skills with the ability to connect near-term performance to long-term business objectives
• Excellent communication skills with the ability to clearly translate complex financial concepts to non-financial stakeholders
• Demonstrated ability to influence decision-making and build strong cross-functional partnerships
• Strong problem-solving capabilities with the ability to identify root causes and drive resolution in a complex environment
• Advanced proficiency in Excel and experience with business intelligence tools (e.g., Qlik, Power BI) to support reporting and decision-making

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

Pay

$67,700.00 - $86,300.00

Schedule

Full-time

Additional Essential Functions and Responsibilities

• Regular and reliable attendance
• Report risks to the appropriate team and management
• Manage, monitor, and report risks within the scope of your work area

About Velera

At Velera, inclusion isn’t an initiative – it’s how we work. Guided by a people-helping-people philosophy, we cultivate a culture where every employee feels valued, respected, and connected. Through a remote-first, flexible environment, we prioritize psychological safety, wellbeing, and belonging so individuals and teams can collaborate to thrive. Together, we’re shaping a new era of secure, innovative solutions for the clients and communities we serve.

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.

E-Verify

Velera is an E-Verify Employer. Review the E-Verify Poster here.

Right to Work

This role is currently not eligible for sponsorship. As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at recruiters@velera.com for assistance.