Manager, Disputes Strategy

📋 Description

• • Serve as the primary subject matter expert and strategic advisor for Velera’s dispute resolution capabilities, blending deep functional expertise with strategic leadership and vendor oversight.
• • Shape and execute the disputes roadmap, ensuring alignment with overarching company strategy, stringent regulatory requirements, network rules, and evolving client expectations.
• • Partner closely with senior leadership, external vendors, and cross-functional internal teams to drive transformative processes, enhance enablement, and foster innovation across the entire disputes lifecycle.
• • Act as a trusted advisor to both internal stakeholders and external clients, providing clear, actionable guidance on dispute strategy, roadmap planning, vendor capabilities, and the impact of regulatory changes.
• • Oversee the strategic management of vendor relationships within the disputes domain, ensuring optimal performance, strict compliance, and adherence to contractual and service level agreements.
• • Support executive and client-facing discussions concerning disputes transformation initiatives, performance metrics, and future-state planning, acting as a key facilitator and communicator.
• • Collaborate effectively with Sales, Client Services, Operations, Risk, Compliance, Technology, and Product teams to ensure consistent messaging, unified execution, and seamless integration of dispute strategies.
• • Provide leadership, coaching, and development opportunities for a dedicated team focused on vendor management, enablement, and dispute strategy initiatives, fostering a high-performing environment.
• • Maintain a comprehensive and up-to-date understanding of Visa, Mastercard, and other network mandates and rules as they pertain to dispute processing, ensuring organizational compliance.
• • Manage departmental procedural changes related to disputes processing in conjunction with the Disputes vendor and the Operations organization, ensuring full compliance and minimizing the risk of financial loss.
• • Advise leadership and stakeholders on emerging dispute trends, potential risks, industry mandates, and strategic opportunities that could impact the business.
• • Support the development and execution of the disputes roadmap, ensuring it aligns with enterprise strategy, client needs, and operational capabilities, acting as a key driver of its success.
• • Act as a client-facing advisor, effectively communicating the disputes strategy, roadmap, and capabilities to clients and internal partners, building strong relationships and trust.
• • Perform all other duties as assigned, demonstrating flexibility and a commitment to organizational goals.
• • Ensure regular and reliable attendance, fulfilling the operational needs of the team and company.
• • Take responsibility for reporting identified risks to the appropriate team and/or management, and actively manage, monitor, and report on risks within your scope of work, including Information Security risks.
• • Actively support and embrace Velera's core values of Dedication, Collaboration, Belonging, Curiosity, and Integrity in all aspects of the role.
• • Deliver exceptional service to both internal and external clients, always prioritizing what is right for credit unions and upholding the company's mission, vision, and long-term business objectives.
• • Support a workplace culture where every employee feels valued, respected, and connected, contributing to a positive and inclusive environment.
• • Perform job duties in strict accordance with company policies, procedures, service standards, and all applicable state and federal laws.
• • Provide direction and leadership to staff, guiding, coaching, mentoring, and developing team members to ensure compliance with processes and procedures.
• • Manage the full employee lifecycle for direct reports, including interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling, and terminations.
• • Develop and maintain staff capabilities through necessary training and leadership, fostering internal growth and advancement opportunities.
• • Direct staff to ensure all duties are performed according to department performance standards, driving efficiency and effectiveness.
• • Ability to travel as required to support business needs and client engagements.
• • Maintain strict confidentiality of all sensitive materials handled during the course of employment.
• • Drive innovation and seize opportunities to create new and radical alternatives to traditional methods and approaches within dispute resolution.
• • Engage effectively with executive leadership to deliver meaningful organizational and process change, demonstrating strong influencing and negotiation skills.
• • Apply analytical and critical thinking skills to assignments, developing strategic insights and solutions for complex financial initiatives.
• • Balance multiple projects and teams with contending priorities, demonstrating exceptional organizational skills and the ability to function effectively in a high-pressure, deadline-driven environment.
• • Communicate effectively in both verbal and written formats to executives and leaders at all levels, articulating complex information clearly and concisely.
• • Foster a culture of continuous improvement, actively seeking opportunities to enhance processes and outcomes within the disputes function.
• • Manage departmental procedural changes with Disputes vendor and Operations organization to ensure full compliance and minimize risk of loss.
• • Stay abreast of Visa, Mastercard and other network mandates/rules as they relate to Disputes processing.
• • Support executive and client discussions related to disputes transformation, performance, and future-state planning.
• • Collaborate with Sales, Client Services, Operations, Risk, Compliance, Technology, and Product teams to ensure consistent messaging and execution.
• • Provide leadership, coaching, and development for a small team supporting vendor management, enablement, and dispute strategy initiatives.
• • Act as a client-facing advisor, communicating disputes strategy, roadmap, and capabilities to clients and internal partners.
• • Oversee day‑to‑day strategic management of disputes vendor relationships, ensuring performance, compliance, and alignment with contractual and service expectations.
• • Support development and execution of the disputes roadmap, ensuring alignment with enterprise strategy, client needs and operational capabilities.
• • Advise leadership and stakeholders on dispute trends, emerging risks, industry mandates and strategic opportunities.
• • Serve as a Dispute SME, providing guidance on dispute resolution strategy, regulatory compliance and network rules.