Lead Vancity’s contact centre transformation from Surrey Central in a hybrid senior director role focused on operating models and technology.

As Senior Director, you will set enterprise strategy for a scalable, resilient, advice-led channel. You will shape workforce strategy, quality frameworks, service models, governance routines, and technology-enabled capabilities. This full time, permanent role reports to the VP, Inclusive Banking, Alternate Channels.

Key Responsibilities:

- Set multi-year contact centre strategy and transformation roadmap
- Lead leaders through inclusive, accountable, high-performing culture
- Modernize workforce management, quality, reporting, routing, and automation
- Use operational, financial, risk, and member insights
- Oversee compliance,



privacy, fraud, continuity, and service quality

Requirements:

- Post-secondary education or equivalent experience
- 10+ years leading contact centres or large transformations
- Experience leading complex people, financial, risk portfolios
- Track record delivering roadmaps, business cases, operating models
- Knowledge of regulated operational controls and risk

Guide Vancity’s contact centre modernization through strategic leadership, operational judgment, and technology-enabled transformation expertise.

📌 Senior Director Contact Centre Transformation (Surrey)
🏢 Vancity (2.0)
📍 Surrey