Posted : October 21, 2026

Full-Time

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.

Your Role in Supporting Our Members:

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.

Full-time, Permanent Surrey Central City Office VP, Inclusive Banking, Alternate Channels . While this position provides a hybrid work arrangement, you will be expected to be in office for events and business demands.

Set the multi-year contact centre strategy, transformation roadmap, future-state operating model, and measures of success.

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.

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.

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 put member relationships, financial well-being, and service quality first.





You create clarity, accountability, and inclusion through complex change.

The base pay offered may vary depending on factors such as relevant qualifications, skills, previous experience, and internal equity.

Posting Deadline: Please apply by Wednesday, November 4th, at 3:00pm.

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. 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.

Start with 3-4 weeks of vacation, plus additional holidays, and care days.

Defined benefit pension : Build toward a reliable, guaranteed retirement income.

Vancity supports an inclusive hiring process for candidates who self-identify as Indigenous, Black, or Trans. 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.

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.

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