Overview
This role involves leading financial performance management for the Contact Center Services & Solutions (CCS&S) business unit within a leading payments credit union service organization and fintech solutions provider serving over 4,000 financial institutions across North America. The Business and Financial Performance Manager is accountable for forecasting, performance analysis, and execution against financial plans, acting as the primary financial partner to Contact Center leadership.
Responsibilities
- Lead financial performance management for the Contact Center, 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 to 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 other duties as assigned
Requirements
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, and Abilities
- Ability to build and maintain complex financial and cost-to-serve models supporting pricing and profitability decisions
- Proven ability to translate operational metrics into financial outcomes and business impact
- Advanced analytical skills 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 connecting near-term performance to long-term business objectives
- Excellent communication skills 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 to identify root causes and drive resolution in a complex environment
- Ability to manage multiple priorities, work independently, and deliver results in a fast-paced, dynamic setting
- Advanced proficiency in Excel and experience with business intelligence tools
Location
Compensation & Benefits