CC Business Project Lead - Bilingual

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.

The CC Business Project Lead - Bilingual primary function is to drive strategic projects and ensure operational excellence within the Contact Center Services & Solutions division. This role is integral to successfully executing initiatives to optimize business processes, enhance data flows, and foster cross-departmental collaboration. The incumbent is responsible for conducting in-depth research, performing comprehensive trend analysis, and tracking issues from identification to resolution. Leveraging your strong analytical skills and extensive experience, you will provide data-driven insights and recommendations to senior management to support strategic decision-making. The incumbent will collaborate closely with cross-functional teams, including product development, IT, operations, and customer service, to implement strategic projects that align with the company’s vision and goals. A proactive approach to problem-solving and the ability to work in a fast-paced environment will be essential to lead efforts to improve operational efficiency and enhance business processes. Additionally, the incumbent will ensure compliance with regulatory requirements and industry standards, mitigate risks and drive continuous improvement initiatives. The incumbent is responsible for developing and maintaining documentation for business processes, standard operating procedures (SOPs), and best practices. Expertise in business process modeling, requirements development, and functional system design will be crucial to optimize workflows, implement innovative solutions, and meet short and long-term goals.

• Conduct thorough research on various trends and situations impacting the Contact Center. Analyze data to provide actionable insights and recommendations for strategic decision-making. This involves extensive data collection, interpretation, and synthesis to identify patterns, trends, and opportunities for improvement.

• Champion developing and implementing best practices to enhance operational efficiency and service quality within the Contact Center.

• Lead the integration and implementation of sophisticated fraud detection systems, ensuring continuous improvement and adherence to the latest industry standards.

• Engage and collaborate with organizational stakeholders to understand their needs and gather requirements through interviews, surveys, and workshops.

• Advocate for and lead the adoption and integration of new technologies to streamline operations and enhance customer experiences.

• Accurately document detailed business requirements, epics, and user stories in alignment with the contact center services & solutions vision and roadmap.

• Utilize data analytics to inform strategic decisions, drive performance improvements, and optimize operational processes.

• Identify and drive innovative solutions for process enhancements, leveraging cutting-edge technologies and methodologies to stay ahead in the industry.

• Lead and support strategic projects from planning to execution, ensuring projects are delivered on time and within budget. Manage the project lifecycle, including creating project scopes, procurement documents, and overall project plans.

• Develop detailed process maps and flowcharts to visualize current and future processes and workflows, enabling the identification of inefficiencies and optimization opportunities.

• Design and implement strategies to improve overall client and customer experience, ensuring a seamless and satisfying interaction for all clients and customers.

• Develop and implement effective change management strategies, including communication plans and training programs, to ensure the successful adoption of strategic initiatives.

• Establish and monitor key performance indicators (KPIs) to measure the success of strategic initiatives and operational improvements.

• Maintain a thorough understanding of all products, solutions, and systems relevant to the financial industry.

• Continuously evaluate the outcomes of implemented changes, gather feedback, and suggest refinements to drive ongoing improvement.

• Ensure transformation initiatives comply with regulatory requirements and industry standards, identify and mitigate associated risks, and maintain the highest levels of compliance and integrity.

• Perform all other duties as assigned.

Education:

• Bachelor's Degree in a related field, preferably in Business, or equivalent combination of education and experience required, or equivalent operational analysis years of experience.

• Master’s Degree in Business Administration, Finance, Information Systems, or related field preferred.

• Professional certifications such as Certified Business Analysis Professional, Project Management Professional, or Lean Six Sigma Green/Black Belt preferred.

Experience:

• Minimum five (5) years of experience in business analysis, data analysis, or a related field within the financial services or contact center industry.

• Minimum three (3) years of project management experience within the financial services industry, focusing on strategic initiatives, business process improvement, and/or project management required.

• Proven experience in product lifecycle management, process flow, and/or application design preferred.

• Advanced problem-solving and resolution techniques with strong analytical and quantitative skills.

• Proficiency in data modeling, with experience in querying databases and managing large datasets.

• Knowledge of business process modeling, requirements development, functional system design, implementation, and support.

• Ability to conduct research, analyze data, and provide actionable insights.

• Excellent verbal and written communication skills, with the ability to present findings and recommendations clearly and concisely and generate presentations utilizing various audio/visual aids.

• Strong organizational and time management skills, with the ability to handle multiple priorities and deadlines.

• Ability to work independently and as part of a team, with a high level of initiative, attention to detail, and proactive approach to challenges.

• Proven ability to build and maintain strong relationships with internal and external stakeholders.

• Ability to exercise discretion and independent judgment in making decisions and interact positively and professionally with all levels of management, staff, clients, and vendors.

• Proficiency in PC/Windows-based software, including Word, Excel, PowerPoint, and Project/Task Management software.

• Foster a culture of inclusivity, innovation, and continuous learning within the team to drive organizational success.

• In-depth knowledge and experience with regulatory compliance requirements and industry standards in the financial services sector.

• Ability to maintain confidentiality of sensitive information.

• Flexibility to travel as needed for project and operational requirements.

• Ability to be on call 24x7 as needed for operational and project requirements.

• While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear

• Specific vision abilities required by this job 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.

• Regular and reliable attendance.

• Responsible for reporting risks that are identified to the appropriate team and/or management.

• Additionally, responsible for managing, monitoring and reporting risks within the scope of your work area, to include, but not limited to Information Security risks.

• Actively supports and embraces Velera's core values of Dedication, Collaboration, Belonging, Curiosity and Integrity.

• Responsible for ensuring that 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 the state and federal laws.

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. Learn more about what it’s like to work at Velera.

Pay Equity

Actual Pay will be adjusted based on experience and other job-related factors permitted by law.

Great Work/Life 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

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. Velera will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.

Velera is an E-Verify Employer. Review the E-Verify Poster here.  For information regarding your Right To Work, please click here.

This role is currently not eligible for sponsorship.

As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at [email protected] for assistance.