Lead contact centre transformation at Vancity from the Surrey Central City Office, combining enterprise strategy with up-to-date 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