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 (Vancouver)
🏢 Vancity
📍 Vancouver