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Added 2 mins ago
PC
Financial Advice Manager
Provincial Credit Union
PE · PEI, Prince Edward Island
- Full-time
Keep the Director, Retail Services informed of emerging trends, advice-related challenges and opportunities to improve financial advice across PCU.
Added 2 mins ago
P
Director of Finance
Pontosense
Toronto, ON
- Full-time
You are as happy reconciling an account yourself as setting the strategy
Added 18 mins ago
Q
Director of Product Development- Glass Hardware
Quikr
Vancouver, BC
- Full-time
Job-Title: Director- Product Development (Glass Hardware products)
Added 48 mins ago
Senior Electrical Manager
Give and Go Prepared Foods
Toronto, ON
Technical Leadership & Automation Strategy (10%)
Added 1 hour ago
NA
Territory Manager
Newfoundland and Labrador Dairy Co-operative
St. John's, NL
- Full-time
…from the ground up in an entry-level role. Reporting to the Director of Sales and Marketing, your responsibilities are varied, making this a dynamic and fulfilling…
Added 1 hour ago
CC
Chief Executive Officer
Canadian College of Health Leaders - Northwestern Ontario Chapter
Clarington, ON
- Full-time
…East FHT. Working in close partnership with the Board, Medical Director, family physicians, clinic operational leaders and community partners, the CEO will help translate the organization’s…
Added 2 hours ago
NB
Senior Account Manager, Real Estate Financing
National Bank of Canada
Montreal, QC
- Full-time
…of 80 colleagues based across Canada and you report to the Director, Commercial Real Estate Financing. Our team stands out for our expertise, our speed to market and our entrepreneurial…
Added 5 hours ago
CH
DIRECTOR OF SALES AND MARKETING – 53 NORTH COLLECTION
Crescent Hotels & Resorts
AB · Edmonton, AB
- Full-time
As our Director of Sales and Catering, you will be the driving force behind the strategic planning and execution of sales and catering initiatives across our three independent, boutique…
Added 6 hours ago
A
Senior Manager, Platform Technology Partnerships
Autodesk
Vancouver, BC
- Full-time
This role leads and influences the strategy and execution of Autodesk's technology partnerships end-to-end, operating with high autonomy under the Director of Strategic Alliances &…
Added 7 hours ago
HT
Director, Finance (CSM)
Husky Technologies
Bolton, ON
- Full-time
The Finance Director serves as a strategic business partner to the Leadership Team in support of Husky’s Global Service Business and Customer Success Management strategy. This role provides…
Added 7 hours ago
C
Coordonnateur administratif ou coordonnatrice administrative, marketing et communications
CGI
Montreal, QC
- Full-time
…focus on enterprise communications, working closely with the Director of Enterprise Communications. In this initial assignment, you will help coordinate the Vice President's activities and…
Added 8 hours ago
MC
Director, Supply Chain Management (Hybrid)
Merck Canada
Montreal, QC · Greater Montreal Metropolitan Area
- Full-time
…Strategic Objectives, Strategic Planning, Strategic Thinking, Strategy Development, Supply Chain, Supply Chain Processes {+ 1…
Added 10 hours ago
VG
Executive Director
Vuntut Gwitchin Government
Old Crow, YT
- Full-time
The Executive Director directs the operations of the Vuntut Gwitchin First Nation (VGFN) in accordance with directives and priorities set by VGFN Chief and Council and the Management…
Added 12 hours ago
SL
Business Portfolio Manager
Sun Life
Toronto, ON · Waterloo, ON · Sun Life Toronto One York
- Full-time
Working closely with the Director, Business Portfolio Management, this role drives issues from identification through resolution and partners across Finance, Journey and Platform teams,…
Added 12 hours ago
HH
Director of Strategy and Partnerships
Highbridge Human Capital
Remote, Canada
- $142,501 to $152,646 CAD / year
- Contract
- Remote
NACCA is seeking an experienced Director of Strategy and Partnerships for a 14-month maternity leave contract in Ottawa, Ontario. Reporting to the Chief Strategy Officer, the position will…
Added 12 hours ago
HH
Director of Strategy and Partnerships
Highbridge Human Capital
Ottawa, ON
- $142,501 to $152,646 CAD / year
- Contract
NACCA is seeking an experienced Director of Strategy and Partnerships for a 14-month maternity leave contract in Ottawa, Ontario. Reporting to the Chief Strategy Officer, the position will…
Added 13 hours ago
UO
Postdoctoral Scholar, Dementia-Inclusive Environments
University of Calgary
Calgary, AB
- $75,000 CAD / year
- Full-time
…be co-supervised by Dr. Zahra Goodarzi (Associate Scientific Director) and Dr. Jayna Holroyd-Leduc (Scientific Director) of the Centre on…
Added 13 hours ago
L
Program Manager - Risk and Supplier Relationship Management
lululemon
Vancouver, BC
- Full-time
Reporting to the Director, Procurement – Strategy & Analytics, the Program Manager, Risk and Supplier Relationship Management (Responsible Procurement) plays a critical role in embedding…
Added 13 hours ago
QP
Area Manager
QuadReal Property Group
Toronto, ON · Etobicoke
- Full-time
Reporting to the Director, Self Storage Operations, the Area Manager, Self Storage is responsible for leading facility-level operations and execution across a designated portfolio of…
Added 13 hours ago
FC
Advertising Specialist
Fidelity Canada
Mississauga, ON · Toronto, ON
- Full-time
Thorough understanding of paid digital strategy, mobile and social media channels.
Added 13 hours ago
FC
Business Analyst - Data Warehouse & Business Intelligence
Fidelity Canada
Toronto, ON
- Full-time
Added 13 hours ago
FF
Supply Chain Director
Fusion Fuel Cycles Inc.
Ottawa, ON · Toronto, ON
- Full-time
As the Supply Chain Director, you own the supply chain strategy and its alignment with FFC’s business plan and corporate strategy.
Added 13 hours ago
O
Gestionnaire des perspectives d’affaires (Mandat de 12 mois) | Business Insights Manager – 12 months mandate
Organon
Kirkland, QC
- Full-time
Added 13 hours ago
D
Creative Director (Remote Canada)
Directive
Remote, Canada
- $175,000 to $200,000 CAD / year
- Full-time
- Remote
We're looking for a Creative Director to lead our Performance Design department - a team that sits at the intersection of creative craft and performance marketing. This is not a traditional…
Added 13 hours ago
Client Director
dunnhumby
Toronto, ON
Define and deliver the long-term vision and strategy for the client account.

Vancity

Senior Director, Contact Centre Operations & Transformation

Surrey, BC, V3T 5X3, Canada

This role offers a salary range of $165,500 to $204,435 per annum. · Full-time

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Job details

Pay: This role offers a salary range of $165,500 to $204,435 per annum.
Job type: Full-time
Experience: 10+ years of progressive leadership experience in contact centre operations, financial services, or large-scale transformation.
Posting language: English
Posted: Oct 21, 2026

Original job description

Our Story & Purpose:

We’re Vancity, a member-owned credit union built on the principles of inclusion and social justice. Since 1946, our relentless commitment to these values has helped us challenge the status quo and break down barriers. We’ve made bold commitments to become net-zero by 2040 across all mortgages and loans, and we’re actively pursuing strategies in Indigenous banking and financial resilience for our members.

As the largest private sector Living Wage Employer in Canada, we’re proud to be consistently recognized as one of the country’s Top Employers. If you’re ready to join our team of 2,300 diverse individuals, access competitive rewards and benefits, and be part of a greater movement - apply today!

Your Role in Supporting Our Members:

As a Senior Director, Contact Centre Operations & Transformation, you will provide enterprise-level leadership for the modernization of Vancity’s contact centre into a scalable, resilient, and advice-led channel. You will own the multi-year transformation agenda, shaping the future-state operating model, workforce strategy, quality framework, service model, governance routines, and technology-enabled capabilities.

We’re looking for an accomplished strategic and operational leader who can navigate complex transformation and turn enterprise priorities into measurable results.

This is a Full-time, Permanent role based at our Surrey Central City Office and will report directly to the VP, Inclusive Banking, Alternate Channels. While this position provides a hybrid work arrangement, you will be expected to be on-site for events and business demands.

How You'll Make an Impact:

Set the multi-year contact centre strategy, transformation roadmap, future-state operating model, and measures of success.
Lead through leaders to build an inclusive, accountable, and high-performing culture.
Modernize workforce management, quality, reporting, IVR, routing, automation, and enabling technology.
Use operational, financial, risk and member insights to guide investment, capacity, and continuous improvement.
Ensure strong oversight of risk, compliance, privacy, fraud, business continuity, and service quality.
Partner across technology, digital, product, operations, and member-facing teams to deliver measurable transformation outcomes.

What You’ll Bring to the Team:

Post-secondary education in business, technology, finance or a related field, or equivalent experience.
10+ years of progressive leadership experience in contact centre operations, financial services, or large-scale transformation.
Experience leading leaders and complex operational portfolios across people, financial, risk and member outcomes.
A strong record of delivering transformation roadmaps, business cases, operating models, and service-model change.
Experience modernizing contact centre capabilities, including workforce planning, quality, reporting, routing, automation, or digital platforms.
Sound knowledge of risk, compliance, privacy, fraud, business continuity, and operational controls in a regulated environment.
Strong analytical judgment and the ability to influence executives, partners, vendors, and frontline teams.

Extra Skills That Set You Apart:

A recognized change management, continuous improvement, or contact centre designation, such as Prosci, Lean Six Sigma or CCXP.
Experience with Genesys or comparable enterprise contact centre technology.
Success shifting a large contact centre from transactional service to advice-led member engagement.

You’ll Thrive Here If You Are:

Strategic and future-focused - You turn enterprise priorities into practical roadmaps and measurable outcomes.
Member-centred - You put member relationships, financial well-being, and service quality first.
Collaborative and influential - You build alignment across leaders, partners, vendors, and frontline teams.
Decisive and people-focused - You create clarity, accountability, and inclusion through complex change.

We value lived experience, so if you are interested in this role, we encourage you to apply even if you feel your skills don't perfectly align with those listed.

What You’ll Earn:

This role offers a salary range of $165,500 to $204,435 per annum. The base pay offered may vary depending on factors such as relevant qualifications, skills, previous experience, and internal equity. As part of our total rewards package, employees may also be eligible for our annual incentive program, subject to program eligibility requirements.

**Posting Deadline: Please apply by Wednesday, November 4th, at 3:00pm. **

Why You’ll Love Working Here:

A career at Vancity is more than just a job, you’re joining a tradition of change-makers who are creating lasting change for our communities. Beyond base pay, we offer a comprehensive total rewards package to ensure our employees are empowered to thrive:

Purpose-driven workplace: Join Canada’s largest private-sector Living Wage Employer and one of the country’s Top Employers.
Flexible benefits: Customize your health and dental coverage from your first day.
Time to recharge: Start with 3-4 weeks of vacation, plus additional holidays, and care days.
Defined benefit pension: Build toward a reliable, guaranteed retirement income.

Vancity Talent Programs:

Vancity supports an inclusive hiring process for candidates who self-identify as Indigenous, Black, or Trans. With special permission from the BC Human Rights Commissioner, this initiative provides access to career development opportunities, prioritized job screening, and feedback. Any information you choose to share will be stored securely and used only for recruitment and career development connected to this initiative, in line with the BC Personal Information Protection Act (PIPA). For details, please see our dedicated Talent Programs job posting.

At Vancity we’re committed to creating a welcoming and inclusive workplace to help our people and communities thrive and prosper. Diversity in our workforce is integral so that we can truly represent, understand and respond to our community needs and deliver on our member experience.

We are also committed to an inclusive, barrier-free, and accessible recruitment experience for all candidates. If you require any accommodations or support at any stage of the recruitment process (including the application stage), we encourage you to let us know by contacting our Talent Acquisition team at recruitment@vancity.com. We’re here to work with you to ensure your needs are met promptly and effectively. All requests will be handled with the utmost respect and confidentiality, so you can participate fully in the process.

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More about this job

Responsibilities

The Senior Director will lead the modernization of the contact centre into a scalable, advice-led channel by owning the multi-year transformation agenda. They will oversee operational strategy, workforce management, and technology integration while ensuring compliance and risk oversight.

Requirements

Candidates must have 10+ years of progressive leadership experience in contact centre operations or large-scale transformation. A post-secondary degree in business, technology, or finance is required, along with a proven track record in delivering complex operational change.

Skills

Contact centre operations
Strategic leadership
Transformation management
Workforce management
Financial services
Risk management
Compliance
Operational controls
Change management
Continuous improvement
Genesys
Data analysis
Stakeholder management
Business case development
Process automation

Benefits

Health insurance
Dental coverage
Defined benefit pension
Vacation
Care days
Incentive program

Visa sponsorship

Not detected in the job text

Keywords

Contact Centre
Transformation
Operations
Financial Services
Workforce Management
IVR
Automation
Risk Management
Compliance
Business Continuity
Prosci
Lean Six Sigma
CCXP
Genesys
Strategic Planning
Operating Model
Change Management
Financial Resilience
Digital Platforms
Reporting
Quality Framework
Governance
Stakeholder Engagement
Operational Controls
Data Insights

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