Lead contact centre transformation at Vancity from the Surrey Central City Office, combining enterprise strategy with contemporary 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-workplace controls and operational risk

Bring strategic leadership, transformation expertise, and contact centre modernization experience to Vancity’s member-focused operations.

📌 Senior Director Contact Centre Transformation Surrey
🏢 Vancity
📍 Surrey