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.

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