Note: The job is a remote job and is open to candidates in USA. Velera is the nation’s premier payments credit union service organization and an integrated fintech solutions provider. The Business and Financial Performance Manager role is responsible for leading financial performance management for the Contact Center Services & Solutions business unit, ensuring visibility into performance and driving actions to improve revenue and cost efficiency.
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
- 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
Skills
- Bachelor's degree in Finance, Accounting, Economics, Business, or a related field required
- 6+ years of experience in financial planning, forecasting, financial analysis, or business performance management
- 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
- Advanced degree (MBA or similar) preferred
- 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
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
Company Overview
Velera provides financial technology and processing solutions for credit unions. It was founded in 1977, and is headquartered in St. Petersburg, Florida, USA, with a workforce of 1001-5000 employees. Its website is https://www.velera.com.