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 successBuild accountable culture through leadersModernize IVR, routing, automation, and enabling technologyGuide investment and capacity using member insightsPartner across technology, digital, product,



and operationsRequirements: 10+ years progressive contact centre leadership experienceExperience across people, financial, risk, and member outcomesExperience modernizing workforce planning and service capabilitiesStrong analytical judgment influencing executives and vendorsKnowledge of compliance, privacy, fraud, and continuityBring operational leadership, workforce strategy, and service modernization experience to Vancity’s member-centred contact centre transformation.#J-18808-Ljbffr

📌 Senior Director Contact Centre Operations (Surrey)
🏢 Vancity
📍 Surrey