Director, Digital Servicing

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 2700 diverse individuals access competitive rewards and benefits and be part of a greater movement - apply today!

Your Role in Supporting Our Members:

We are seeking a visionary and dynamic Director Digital Servicing for our Digital Banking division. This leadership role is critical in managing the day-to-day operations of our new digital banking platform. The ideal candidate will have extensive experience in digital banking exceptional vendor management skills and a proven track record of launching and supporting complex client-facing systems. Experience working in Agile environments is essential.

This is a Full-time Permanent role based at Vancity head office. Our head office is based in Vancouver but we are open to candidates in BC and Ontario. While this position provides a hybrid work arrangement you will be expected to be on-site for events and business demands when needed.

A typical day would involve:

1. Platform Development and Deployment:

• Lead the stand-up and deployment of a digital banking platform from concept through to production.
• Oversee the architecture design and implementation of the platform ensuring it meets high standards of reliability security and user experience.
• Collaborate with cross-functional teams to ensure seamless integration with existing systems and processes.

2. Vendor and Partner Management:

• Manage a complex network of vendors and service providers ensuring that all partnerships contribute to the successful delivery and operation of the digital platform.
• Negotiate contracts define service level agreements (SLAs) and maintain strong relationships with all external partners.
• Monitor vendor performance and delivery ensuring compliance with Vancitys standards and policies.

3. Team Leadership and Development:

• Build and lead a high-performing team of engineers developers and support staff dedicated to the digital banking platform
• Foster a culture of innovation collaboration and continuous improvement within the team
• Provide mentorship training and career development opportunities to team members

4. Production Support:

• Establish and oversee production support processes for the digital platform ensuring maximum uptime and rapid resolution of issues
• Implement monitoring and incident management tools to proactively identify and address potential problems
• Coordinate with internal and external stakeholders to ensure effective communication and resolution of support issues
• Build and maintain strong partnerships with business leaders across Vancity to ensure alignment of the digital banking platform with organizational goals and member needs
• Act as a liaison between technical teams and business units facilitating clear communication and mutual understanding
• Collaborate with business leaders to identify opportunities for innovation and improvement within the digital banking space

Youll Thrive Here If You Are:

• Bachelors and/or Masters degree in Computer Science Information Technology or a related field.
• Minimum of 10 years of experience in digital banking with a focus on platform development and deployment.
• Proven experience managing complex vendor relationships and contracts.
• Strong technical background with a deep understanding of digital banking technologies cybersecurity and system integration.
• Demonstrated ability to lead and build high-performing teams in a dynamic fast-paced environment.
• Experience working in Agile environments with a solid understanding of Agile principles and practices.

Youll Thrive Here If You Are:

• A strategic thinkerwith strong problem-solving skills and a results-oriented mindset.
• A strong communicatorwith the ability to work effectively with stakeholders at all levels.

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 of$148000 to $182800 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.

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:

• Living Wage Employer: Were the largest private-sector Living Wage Employer in Canada and consistently ranked among Canadas Top Employers.
• Customizable Benefits: Permanent employees receive flexible benefit packages that can be tailored annually to meet evolving needs.
• Generous Vacation: New employees start with 3-4 weeks of vacation per year with additional days earned over time.
• Extra Stat Holidays: In addition to BCs 11 statutory holidays we offer 2 extra days plus care days for personal or family illness.
• Immediate Health Coverage: Health and dental benefits begin on your hire date with three levels of coverage to choose from.
• Defined Benefit Pension: Our retirement plan provides a guaranteed income for life recognizing that retirement looks different for everyone.

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:

Director