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Added 5 mins ago
RA
Software Engineering Intern - Vehicle Controls (Summer 2027)
Rivian and Volkswagen Group Technologies
Remote, Canada
- $30 to $33.75 CAD / hour
- Internship
- Remote
Added 22 mins ago
Senior Relationship Manager - Commercial Mid-Market
BMO
Brossard, QC
Added 22 mins ago
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Ultra-High-Net-Worth Financial Planner
RBC
Vancouver, BC
- Full-time
…Net-Worth and High Net Worth clients. As a valued business partner, you will also assist with business development, opportunity spotting, and revenue…
Added 22 mins ago
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Personal Banker - Sydney
TD
Sydney Indian Reserve No. 28A, NS
- Full-time
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at…
Added 22 mins ago
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Customer Experience Associate - Truro
TD
Truro, NS
- Part-time
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at…
Added 22 mins ago
T
Customer Experience Associate
TD
AB
- Part-time
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at…
Added 22 mins ago
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Quality Specialist I (7 month-contract)
Kenvue
Guelph, ON
- Part-time
Note: Total Rewards at Kenvue include salary, bonus (if applicable) and benefits. Your Talent Access Partner will be able to share more about our total rewards offerings and the specific…
Added 34 mins ago
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Senior Customer Marketing Manager, Adoption & Engagement
Clio
Toronto, ON · Vancouver, BC · Calgary, AB
- Full-time
Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices…
Added 34 mins ago
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Mineral Land Negotiator
Cenovus Energy
Calgary, AB
- Full-time
…employer of choice in our industry by offering a competitive total rewards package and employee programs and rewarding career development opportunities. Learn…
Added 34 mins ago
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Manager, Registrations
BMO
Toronto, ON · FCP
- Full-time
Partner with Technology, Operations, Compliance, Legal, and business stakeholders on system enhancements and regulatory change initiatives.
Added 34 mins ago
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Employee and Labour Relations Specialist
Ornge
Mississauga, ON
- Full-time
The targeted salary range is supplemented by a competitive total rewards package. The salary offered to the successful candidate will consider a wide array of factors such as the…
Added 35 mins ago
GT
Maintenance Partner
Giant Tiger
Ottawa, ON
- Full-time
Giant Tiger is proud to offer a Total Rewards package designed to support your financial security, health, and career growth. This includes competitive compensation for all employees, as…
Added 43 mins ago
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Seasonal Part-Time Educator | Market Mall.
lululemon
Calgary, AB
- Part-time
…For Their Performance And Dedication, Other Components Of Our Total Rewards Offerings Include Support Of Career Development, Wellbeing, And Personal…
Added 43 mins ago
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Educator | Pine Centre Mall
lululemon
Prince George, BC
- Part-time
…For Their Performance And Dedication, Other Components Of Our Total Rewards Offerings Include Support Of Career Development, Wellbeing, And Personal…
Added 43 mins ago
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Educator | West Edmonton Mall
lululemon
AB · Edmonton, AB
- Part-time
…For Their Performance And Dedication, Other Components Of Our Total Rewards Offerings Include Support Of Career Development, Wellbeing, And Personal…
Added 43 mins ago
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Educateur temps-partiel (16h/semaine) CONTRAT SAISONNIER | Centre Eaton de Montréal
lululemon
Montréal-Ouest, QC
- Part-time
…For Their Performance And Dedication, Other Components Of Our Total Rewards Offerings Include Support Of Career Development, Wellbeing, And Personal…
Added 54 mins ago
TH
Merchandising Associate - Part Time (Midland)
The Home Depot Canada
Midland, ON
- Part-time
…range you see represents base salary only. In addition, your total rewards may include: semi-annual bonuses tied to business performance; Deferred Profit-Sharing Program to assist with…
Added 59 mins ago
L
Design Assistant - Accessories, Special Projects
lululemon
Vancouver, BC
- Full-time
…knowledge, skills, experience, and internal equity. As part of our total rewards offering, permanent employees in this position may be eligible for our competitive annual bonus program,…
Added 59 mins ago
L
Senior North America Retail Strategy Manager
lululemon
Vancouver, BC
- Full-time
…knowledge, skills, experience, and internal equity. As part of our total rewards offering, permanent employees in this position may be eligible for our competitive annual bonus program,…
Added 1 hour ago
Furnshing Technician
WestJet Group
Calgary, AB
WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer:
Added 1 hour ago
Financial Planning & Analysis Business Partner
Talent Acquisition Team at Westland Insurance. Text reply only.
Surrey, BC
A total rewards program that takes care of your financial, physical, and mental health
Added 1 hour ago
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Client Advisor
RBC
Meadow Lake, SK
- Part-time
A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
Added 1 hour ago
AM
Funeral Director
Arbor Memorial Inc
ON
- $58,000 to $63,000 CAD / year
To learn more about our benefits, please visit Total Rewards (arbormemorial.ca)
Added 1 hour ago
GT
Materials & Logistics Manager
GeoSpectrum Technologies, Inc
Dartmouth, NS
- Full-time
We recognize that our people are our most valuable asset. Our Total Rewards package is designed to support your wellbeing, growth, and long term success. It includes a competitive base…
Added 1 hour ago
A
Senior Manager, Colour Operations
ARC'TERYX
North Vancouver, BC
- Full-time
…our colour design vision. As a strategic, cross-functional partner, you lead across the organization with overall business health in mind. You identify both bigger picture and day to day…

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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