Join the People Helping People

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