Senior Director, Contact Centre Operations & Transformation

Our Story & Purpose:

Were 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. Weve made bold commitments to become net-zero by 2040 across all mortgages and loans and were actively pursuing strategies in Indigenous banking and financial resilience for our members.

As the largest private sector Living Wage Employer in Canada were proud to be consistently recognized as one of the countrys Top Employers. If youre ready to join our team of 2300 diverse individuals access competitive rewards and benefits and be part of a greater movement - apply today!â

Your Role in Supporting Our Members:

As a Senior Director Contact Centre Operations & Transformation you will provide enterprise-level leadership for the modernization of Vancitys 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.

Were 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 Youll 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 Youll 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.
  
  

Youll 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 dont perfectly align with those listed.

What Youll Earn:

This role offers a salary range ofâ$165500 to $204435 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 Youll Love Working Here:

A career at Vancity is more than just a job youre 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 Canadas largest private-sector Living Wage Employer and one of the countrys 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 were 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 Were 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.

Required Experience:

Exec