Manager, Dispute Change Execution

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 Manager, Disputes Change Execution will lead a group of technical and professional staff in delivering high quality dispute processing projects, parameter configurations, set-up of requested solutions, and execution of quality assurance testing. This position will define requirements and processes for implementation of enhancements and new products/services supported on all processing systems and subsystems. The Manager will support the transformation of the organization to deliver quality projects with measurable and positive impacts on the client experience. This position will provide management leadership and supervision for employees focusing on project implementation using standardized project management processes, tools, and best practices. Dispute Platform and processing parameter configurations present significant risk for operational and revenue loss to Velera and our clients. The leader provides oversight of all changes required in support of the Velera Dispute Processing Platforms.

• Manage highly trained business analysis & project management staff responsible for delivering high quality project implementations.

• Oversee the department’s mission to assist clients in defining system requirements for implementation of dispute products/services, ensuring 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, to ensure customer satisfaction. Support product and marketing staff during 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.

• 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 efficiency and provide service at scale. Assist in department’s strategic planning and provide input, recommendations, and direction for process improvements

• Maintain thorough knowledge of industry-standard best practices, processes, data mining, and reporting tools as it pertains to dispute processing operations.

• Demonstrate understanding of complex business processes and systems; maintain a thorough knowledge of dispute processing platforms, interdependencies and technology capabilities.

• Collaborate with senior leadership to align 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 inventory and scheduling, ensuring all necessary documentation and resource requirements are defined and met.

• Evaluate requests and support the prioritization of project requests including identification of risks and dependencies and demonstrating 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 demand foundation is built within the Dispute Change Execution 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.

• Perform other duties as assigned.

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.

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