Lead Vancity’s contact centre transformation from Surrey Central in a hybrid senior director role focused on operating models and technology.

As Senior Director, you will set enterprise strategy for a scalable, resilient, advice-led channel. You will shape workforce strategy, quality frameworks, service models, governance routines, and technology-enabled capabilities. This full time, permanent role reports to the VP, Inclusive Banking, Alternate Channels.

Key Responsibilities:
Set multi-year contact centre strategy and transformation roadmap
Lead leaders through inclusive, accountable, high-performing culture
Modernize workforce management, quality, reporting, routing, and automation
Use operational, financial, risk, and member insights
Oversee compliance, privacy,



fraud, continuity, and service quality

Requirements:
Post-secondary education or equivalent experience
10+ years leading contact centres or large transformations
Experience leading complex people, financial, risk portfolios
Track record delivering roadmaps, business cases, operating models
Knowledge of regulated operational controls and risk

Guide Vancity’s contact centre modernization through strategic leadership, operational judgment, and technology-enabled transformation expertise.
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📌 Senior Director Contact Centre Transformation Surrey (Canada)
🏢 Vancity (2.0)
📍 Canada