Velera

Manager, Client Delivery Experience – Project Management

Velera

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $105,600 - $134,600 per year

Job Level

SeniorLead

Tech Stack

Go

About the role

  • Manage highly trained, client-facing project management and/or technical staff responsible for deploying cross-functional teams to deliver high-quality project implementations.
  • Oversee the department’s mission to assist clients in defining system requirements for the implementation of products/services, including system conversions and complex mergers, and ensure 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, and ensure customer satisfaction.
  • Support product and marketing staff during the 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 and support of other business units.
  • 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 efficiencies and provide service at scale.
  • Assist in the department’s strategic planning and provide input, recommendations, and direction for process improvements.
  • Develop and manage an operational plan for the department.
  • Develop department strategies and execute defined strategic projects.
  • Monitor progress of all change events and assist in the resolution of issues or delays impacting the successful conclusion of projects.
  • Maintain updates on enhancements and changes to processing systems and subsystems as they impact team processes.
  • Develop and ensure compliance with Velera project management processes.
  • Evaluate completed tasks to review variations from established processes and identify opportunities for continuous process improvement.
  • Attend off-site meetings at client locations, other Velera locations, and regional locations of Velera partner vendors as needed.
  • Provide pre-sale cycle support and consulting, including travel to client locations for presentations to the senior client management team.
  • Provide ad hoc technical support and consulting to other Velera areas.
  • Maintain KPIs and OKRs, ensuring delivery of high-quality project results, utilizing proactive measures to ensure smooth implementation.
  • Provide after-hours on-call support for project installations as needed.
  • Maintain thorough knowledge of industry-standard best practices, processes, data mining, and reporting tools as it pertains to PMO project management/deployment of all supported areas of operations.
  • Demonstrate understanding of complex business processes and systems; maintain a thorough knowledge of processing platforms, interdependencies and technology capabilities.
  • Collaborate with senior leadership to align on 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 requirements and scheduling, ensuring all necessary documentation and resource requirements are defined and met.
  • Evaluate requests and support the prioritization of project requests, including the identification of risks and dependencies, and demonstrate 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 a demand foundation is built within the Client Delivery Experience 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.
  • Provide direction and leadership to staff; guide, coach, mentor and develop staff, ensuring compliance with processes and procedures.
  • Handle interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling, and termination of staff as required.
  • Develop and maintain staff by establishing the necessary training and leadership that will foster internal growth, advancement and maintain morale.
  • Direct staff in the development of action plans aimed at increasing employee engagement.
  • Direct staff to ensure that all duties are performed according to department performance standards.
  • Perform other duties as assigned.

Requirements

  • Bachelor’s Degree in a 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 of management experience preferred.
  • Working knowledge of card processing systems preferred.
  • Ability to lead large cross-functional teams and engage with senior leadership both internally and externally.
  • Ability to analyze and assess business impacts.
  • Demonstrated presentation skills and comfort presenting to all levels of leadership within the organization.
  • Ability to problem-solve and remove barriers.
  • Ability to deliver objectives within established timelines.
  • Ability to lead team members in planning, tracking, and implementation of complex projects in a fast-paced environment, while managing multiple priorities/initiatives and meeting deadlines.
  • Understanding of Six Sigma and project management best practices to implement, monitor, and control changes to existing processes and procedures to attain high levels of quality and client satisfaction.
  • Thorough understanding of the card payment industry, various processing systems, and/or related in-house applications.
  • Ability to read and understand legal/compliance contractual requirements and implement within the confines of the agreement.
  • Demonstrated analytical and quantitative skills.
  • Proficiency in standard Microsoft Office Suite, such as Word, Excel, PowerPoint, Teams, etc.
  • Ability to travel up to 50% or as needed.
  • Ability to maintain confidentiality of materials handled.
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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
project managementcard processing systemsbusiness analysisprocess improvementdata miningreporting toolsSix Sigmaquantitative skillspresentation skillsclient project management
Soft skills
leadershipproblem-solvingcommunicationteam managementanalytical thinkingtime managementinterpersonal skillsstrategic planningemployee engagementconfidentiality