Lead contact centre transformation at Vancity from the Surrey Central City Office, combining enterprise strategy with modern workforce and technology capabilities. As Senior Director, Contact Centre Operations & Transformation, you will modernize a scalable, resilient, advice-led channel. You will shape operating models, workforce strategy, quality frameworks, service models, governance, and technology-enabled capabilities. This full time, permanent position reports to the VP, Inclusive Banking, Alternate Channels.

Key Responsibilities

Set strategy, transformation roadmaps, operating models, and success measures Lead leaders toward inclusive, accountable, high-performing cultures Modernize workforce management, quality, reporting, routing, automation, and technology Guide investment using operational, financial, risk,



and member insights Oversee compliance, privacy, fraud, continuity, and service quality

Requirements:

Post-secondary education or equivalent experience 10+ years in contact centre operations, financial services, or transformation Experience leading leaders and complex operational portfolios Record delivering roadmaps, business cases, operating models, and service changes Knowledge of regulated-environment controls and operational risk Bring strategic leadership, transformation expertise, and contact centre modernization experience to Vancity’s member-focused operations.

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