Team Manager, Cardholder Care

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!

Your Role in Supporting Our Members:

As the Team Manager Cardholder Care you will lead a team of Cardholder Care professionals to ensure exceptional service delivery operational efficiency and a consistently positive cardholder experience. You will oversee dayâtoâday performance optimize work processes support staff development and contribute to departmental planning and performance measurement. Your ability to coach effectively analyze data and collaborate across Card Services will be key to achieving service excellence and business objectives.

This is a Full-time Permanent role based at our Member Service Centre and will report directly to the Manager Card Services. This position operates within a 24/7 environment and while it provides a hybrid work arrangement you will be expected to be on-site for events and business demands.

How Youll Make an Impact:

• Monitoring the service delivery of assigned Cardholder Care team according to established service standards and expectations and the retail service experience
• Optimizing work processes and systems in order to enable staff to deliver on business results
• Identifying trends and implementing opportunities to enhance the Cardholder experience in the Contact Centre
• Providing advice and supporting to staff to support knowledge transfer and enable staff to deliver responsive and timely advice to members
• Assisting and supporting the Manager in the development of the quality scorecard business targets and departmental plans and priorities
• Responsible for handling escalated customer issues or complaints that agents are unable to resolve
• Generating reports and analyzing data related to team performance Cardholder satisfaction and other related metrics to help identify trends and areas of improvement
• Fostering a collaborative and positive work environment by effectively communicating with your team members other managers and stakeholders
  
  

What Youll Bring to the Team:

• Post secondary education/diploma in a related discipline
• Minimum 3 years experience working in a call centre environment
• Business acumen in the context of the financial industry
• Communication and interpersonal skills to provide highly specialized expertise and advice; addressing challenges and issues for the designated area; and representing the area across the organization
• People leadership skills to manage reporting team leads and technical/transactional staff and carry out all people practices
• Planning and coordination skills to develop operating plans processes methods and standards for a unit and to coordinate delivery of programs and services
• Problem solving and decision-making skills to diagnose challenges and issues; develop innovative business solutions; and to assess risks and opportunities that may affect the unit and or designated unit
• Solid understanding of contact centre platforms
  
  

Youll Thrive Here If You Are:

• A Strong Communicator-with an ability to utilize your communication and interpersonal skills to work closely with Visa Team Managers and across Card Services.
• A Multi-tasker-who usesplanning and coordination todevelop multiple processes methods and standards and seamlessly support several on-going projects.
• An Influential Collaborator you are used to collaborating and working with cross-functional partnerships to ensure high standards of Service Quality.
• Solutions Oriented-you have the ability to make key decisions related to initiatives and process on behalf of the Card Services Team.
• Detail and Data orientedyou thrive on data analysis can assess trends data and provide insights to support performance of the Cardholder Care Agents to ensure continuous improvement.

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$86400 to $ 101600 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:

Manager