Direct contact centre operations for Vancity at Surrey Central, combining workforce planning, service quality, and member-focused leadership. This hybrid, full time permanent Senior Director role leads enterprise contact centre operations and transformation. You will translate priorities into measurable results while modernizing workforce management, reporting, quality, IVR, routing, automation, and digital capabilities. The role reports to the VP, Inclusive Banking, Alternate Channels.

Key Responsibilities
- Own future-state operating model and measures of success
- Build accountable culture through leaders
- Modernize IVR, routing, automation, and enabling technology
- Guide investment and capacity using member insights
- Partner across technology, digital,



product, and operations

Requirements:
- 10+ years progressive contact centre leadership experience
- Experience across people, financial, risk, and member outcomes
- Experience modernizing workforce planning and service capabilities
- Strong analytical judgment influencing executives and vendors
- Knowledge of compliance, privacy, fraud, and continuity Bring operational leadership, workforce strategy, and service modernization experience to Vancity’s member-centred contact centre transformation.

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