Senior Director, Contact Centre Operations & Transformation

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.