Client Delivery Program Manager (CDE PMO)

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 Client Delivery Program Manager will work closely with senior leadership across Velera’s enterprise in addition to the assigned financial institution (FI) to develop and execute on the client’s strategic plans and provide centralized oversight of the implementation of initiatives within the program. The position oversees the FI program consisting of project and product implementations while partnering very closely with Client Growth Management, Client Service Delivery and Project Delivery teams.  This role requires very strong influencing and client facing skills and requires travel to FI and their vendor locations as needed. Incumbent will support and foster in-depth and productive client relationships while being an advocate for the FI within Velera with the goal to improve consultative service, promote use of products and services, oversee initiatives while achieving increased loyalty, endorsement and revenue. The incumbent will also serve as a consultant to senior leadership teams within Velera to build detailed resolution action plans while monitoring program risks, health and addressing project related issues.

Strategic Planning & Relationships

• Strengthen top strategic relationships by identifying and managing FI program needs by supporting the development of a strategic roadmap having accountability for the delivery of FI Program initiatives

• Consistently demonstrate strong client relationship management skills encompassing strategic planning, program management, solution delivery, new product delivery, issue resolution while ensuring regulatory compliance

• Responsible for the planning, execution, and delivery of multiple programs and projects aligning Velera’s team to meet financial institution’s strategic goals and objectives. 

• Effectively develop and leverage partnerships with all Velera business units, vendors and partners to ensure client initiatives and projects are executed expeditiously to the client’s satisfaction including Mastercard, Visa, various software vendors, networks, Fiserv, FIS and other processors.

• Establish and maintain strong relationships with key stakeholders, including executives, department heads, and project implementation teams. 

• Assist in department’s strategic planning and provide input, recommendations and direction for process improvements

• Serve as an advocate for the FI within Velera

Program Management

• Maintain FI program management framework including scope, schedules and resource requirements to drive a consistent and first-class leading level of program delivery for strategic Velera financial institutions.

• Produce program status reports, KPI metrics, client presentations, and business reviews to Velera and FI executives as required by the situation and by client

• Monitor project and program progress, ensuring adherence to schedule, scope, and quality standards. Identify and mitigate risks, issues, and dependencies within portfolio of programs and escalate as required.

• Serve as central point of contact between various partners, Velera Business Units and clients by assertively and proactively providing ongoing communication between all parties to ensure timely implementation of assigned project deliverables

• Accountable for resolution management communication and successful delivery of projects and initiatives ranging from the basic to the complex:  card processing implementations, product implementation, strategic initiatives, and client initiatives

• Serve as management point of contact for FI for project related items and escalated issue resolution

• Lead and/or participate in assigned projects including cross-functional teams in support of Velera, business unit, and/or department goals and objectives.

• Utilize relationships with FI, vendors and partners to leverage and ensure expedient and quality solutions and issue resolution

Professional Services and Consultation

• Possess a deep knowledge of partner organizations and platforms and be able to translate that skill into action to benefit client relationships

• Ability to be on site at client for extended period of times to understand strategic direction and project requirements to build effective execution plans

• Support various departments within Velera in a consultative role. This will include assisting Client Growth Management with consultation and solution development

• Maintain working knowledge of the Program Management and reporting PMO tools, Velera offered products and service applications including its key functions and associated reports.  

• Maintain an understanding of payments regulations, e.g. Dodd-Frank, and how each relates to assigned FI.

• Maintain thorough knowledge of both industry standard best practices and PMO processes as it pertains to program/project management and supported areas of operations. 

• 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.

The anticipated hiring range for this position is typically between the minimum and midpoint of the posted salary range; however, actual compensation may vary based on a variety of factors, including relevant experience, skills and qualifications, education, internal equity, and overall business and budget considerations. Velera is committed to providing competitive compensation that reflects both individual role and responsibilities, individual performance, and market.