Supervisor, Risk Program Management

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 Supervisor,  Risk Program Management will oversee the day-to-day operations of the Enhanced Fraud Services team (Consultants and Specialists), ensuring service excellence is achieved and delivered to financial institutions and their members. The incumbent will ensure the team performs within department quality standards, communicates, and responds within established team SLA’s, and continually identifies opportunities to implement process efficiencies, enhance productivity and quality. This position will be the primary point of contact to respond to financial institution service issues, ensuring timely resolution of their inquiries and requests. The incumbent will regularly meet with their team members, provide coaching and mentorship, identify training and development opportunities, and implement measures to drive employee engagement. Day in the Life: Using sound judgment, oversee, analyze, and respond to escalated financial institution calls/emails/mail within departmental SLA’s or on-demand when necessary. Establish monthly, quarterly, and annual employee performance reviews. Review with department manager-employee performance, personnel action plans, future team development ideas/action plans. Maintain awareness of fraud/non-fraud issues, business and consulting trends and keep upper management aware of any ongoing issues. Hold regular department meetings to keep staff updated on issues relevant to the team, identify any challenges, or problem areas, which are likely to impede the team’s progress and discuss individual and team strategies for success utilizing positive, and effective, training, and coaching techniques. Oversee individual and departmental training needs and professional development plans. Responsible for the interviewing, hiring/dismissal – onboarding of permanent employees. Leader for departmental employee engagement opportunities. Responsible for assigning FI’s/work assignments to individual Consultants and Specialists. Provide oversight and direction for work assignments, priorities, and training. Monitor individual and team performance to ensure established department service levels and critical issue response times are met. Oversee department quality and adherence to procedures as well as providing timely feedback to employees regarding their activities and adherence to SLA’s. Provide insights to management on trends and areas of opportunities for team improvement. Assist in marketing and sales initiatives, contributing content, thought leadership and intellectual property. Create and deliver effective EFS/ Risk Management and Member Experience PowerPoint presentations for internal/external audiences. Support the need for a subject matter expert in customer Demo and ROI calls as needed with Solutions Consulting on behalf of the EFS team. Contribute in the operational and procedural development or creation of expanded solutions and offerings for the EFS team inclusive of analytic reporting projects. Manage EFS projects in conjunction with internal/external partners – ensure that projects undertaken by the EFS team are progressing in accordance with desired individual/team/ management outcomes and SLA’s. Use effective communication skills (oral and written) in all facets of the Supervisory role, inclusive of policy/procedure generation, management, team and customer interactions. Collaborate with Management across the enterprise on both EFS/Non EFS related issues to foster a positive experience. Education: Bachelor’s degree in business administration or related field or equivalent combination of education and experience required. CFE preferred. Experience: Seven (7) years within the financial service industry required. Five (5) years professional experience in risk management and/or fraud experience required. Three (3) years experience leading project teams, team lead, and/or supervisory experience required. Experience with data analytical tools required. Experience with fraud mitigation industry tools within the financial service industry. Experience with financial institution core processing systems preferred. Project management experience preferred. Physical Demands: 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. Supervisory Responsibility: Provide direction and leadership to staff; guide, coach, mentor and develop staff ensuring compliance with processes and procedures. Handle interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling and termination of staff. Develop and maintain staff by applying the necessary training and leadership that will allow internal growth and advancement. Direct staff, to ensure that all duties are performed according to department performance standards. Knowledge, Skills, & Abilities: Ability to work a flexible schedule to meet needs of the business; including being available 24 x 7 on call for seven (7) day Risk Analytics team coverage, compromised card events, client emergencies and unique situations Ability to exercise discre