Business and Financial Performance Manager - Remote

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 Opportunity:

The Business and Financial Performance Manager role is responsible for leading financial performance management for the Contact Center Services & Solutions (CCS&S) business unit, with accountability for forecasting, performance analysis, and execution against financial plans. 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. Working within the broader commercial and performance framework, this position ensures the business maintains visibility into performance, proactively addresses risks, and capitalizes on opportunities to achieve business plan targets.

Day in the Life:

• 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

• Monitor business performance against financial targets, proactively identifying risks and opportunities and driving corrective actions in partnership with leadership

• Develop and maintain 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

• Serve as a key financial advisor to Contact Center leadership, influencing decisions through insights and business expertise

• Perform all other duties as assigned.

Education:

• Bachelor’s degree in Finance, Accounting, Economics, Business, or a related field required

• Advanced degree (MBA or similar) preferred

Experience:

• 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

Knowledge, Skills, & Abilities:

• 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

• Ability to manage multiple priorities, work independently, and deliver results in a fast-paced, dynamic setting

• Advanced proficiency in Excel and experience with business intelligence tools (e.g., Qlik, Power BI) to support reporting and decision-making

Additional Essential Functions and Responsibilities:

• 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.

• 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.

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.