Contact Center Outsourcing Process Manager

Velera is the nation’s premier payments credit union service organization (CUSO) and an integrated fintech solutions provider. The company serves more than 4,000 financial institutions throughout North America, operating with velocity to help our clients keep pace with the rapid momentum of change and fuel growth in the new era of financial services. Our purpose: We accelerate partners’ success through innovative financial technology solutions and inspired service.

About the role

The Contact Center Outsourcing Process Manager will maximize efficiency, quality, and customer experience critical to Contact Center’s success, while developing strong vendor relationships. This role involves managing vendor management functions, day-to-day vendor relations, maintaining strong relationships with partners, and assisting in overall vendor strategy. The ideal candidate thrives in fast-paced startup environments and has demonstrated an ability to be effective with finite resources.

Responsibilities

• Manage relationships with vendors, including developing new relationships, handling day-to-day interactions, and directing escalations.
• Develop strong relationships with key business areas and support functions to ensure vendor management is understood and managed appropriately.
• Oversee vendor expenses, cost controls, efficiency, performance, and overall vendor strategy.
• Track, measure, and communicate key performance metrics associated with vendor-related activities.
• Ensure vendor relationships are well-developed and maintained to deliver a superior customer experience, timeliness, and high efficiency.
• Evaluate and manage vendors on-site through KPIs and scorecards.
• Work proactively with vendors to improve department statistics.
• Manage vendor performance and compliance, offering solutions to improve performance.
• Follow up daily with vendors on assigned tasks to ensure on-time responses.
• Ensure vendor compliance with Velera and credit union policies and procedures.
• Act as the key point of contact for all vendor engagements in partnership with key business stakeholders.
• Make data-driven decisions to improve operations and drive service reliability.
• Drive and enhance organizational value and efficiency.
• Formulate and implement policies and procedures to ensure smooth business operations.
• Coordinate and allocate tasks and resources to ensure smooth operations with vendors and sub-departments.
• Collaborate internally and externally to solve complex operational issues.
• Handle day-to-day management of existing and new vendors with limited supervision.
• Escalate issues to the appropriate department or department head.
• Communicate clearly and concisely to all levels of the organization.
• Be available 24/7 in the event of an emergency.
• Travel quarterly to onsite vendor locations and Velera headquarters for business reviews.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree or equivalent combination of education and experience required.
• Five (5) years of related work experience in customer service within a contact center, fraud detection, or vendor management.

Skills

• Ability to communicate effectively with a wide range of personalities, from executive personnel to vendors and partners.
• Excellent communication skills with the ability to build and maintain effective working relationships.
• Detail-oriented with strong follow-through and the ability to organize and prioritize multiple projects.
• Structured thinker with strong attention to detail.
• Highly organized with a focus on execution, problem-solving, and improving processes.
• Works well under pressure and adapts easily to changes in priorities.
• Exhibits a sense of urgency in managing time and accomplishing tasks.
• Self-motivated and able to work independently.
• Ability to think critically and adapt quickly in a flexible environment.
• Team player with an ability to work collaboratively.
• Entrepreneurial spirit and self-starter mentality.
• Strong Excel skills.
• Ability to define and manage processes.
• Minimal travel may be required.
• Ability to maintain confidentiality of information handled.
• Flexibility with schedule and ability to work under high pressure in a complex environment.
• Ability to work in a fast-paced environment and manage multiple tasks in parallel.
• Strong computer skills, with an emphasis on Microsoft Word, Excel, and PowerPoint.

Additional Essential Functions

• Regular and reliable attendance.
• Responsible for reporting identified risks to the appropriate team and/or management.
• Manage, monitor, and report risks within the scope of your work area, including Information Security risks.
• Actively support and embrace Velera's core values of Dedication, Collaboration, Belonging, Curiosity, and Integrity.

Service Standards

• Ensure exceptional service is delivered to both internal and external clients by doing what’s right for credit unions.
• Demonstrate enthusiastic support of corporate mission, vision, core values, and long-term business objectives.
• Support a workplace where every employee feels valued, respected, and connected.
• Perform job duties within the company’s policies, procedures, service standards, and state and federal laws.

Physical Demands

• Regularly required to sit; use hands to finger, handle, or feel; and talk or hear.
• Specific vision abilities required include close vision.
• Ability to occasionally lift/move up to 25 pounds.
• Individuals with a disability who are otherwise able to perform the essential functions of the job may request a reasonable accommodation through the Human Resources department.

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 empowered to do their best work. We’re committed to building a diverse workforce and fostering meaningful connection across our teams. 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.

Pay

$60,500.00 - $77,100.00. Actual pay will be adjusted based on experience and other job-related factors permitted by law.

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.