Shape Vancity’s advice-led contact centre strategy in Surrey, using transformation roadmaps, governance, and member insight to guide change.As Senior Director, Contact Centre Operations and Transformation, you will define the channel’s future state and enterprise direction. You will lead complex transformation across operating models, service quality, workforce strategy, governance, and technology-enabled capabilities. This hybrid position requires onsite attendance for events and business demands.Key Responsibilities:




Define contact centre strategy and future-state operating modelEstablish governance routines and transformation success measuresLead measurable service-model change across partnersStrengthen oversight of risk and operational controlsDeliver transformation outcomes with member-facing teamsRequirements:
Business, technology, finance education or equivalent experience10+ years progressive leadership in financial services or transformationExperience delivering business cases and service-model changeStrong influence across executives, partners, and frontline teamsGenesys, Prosci, Lean Six Sigma, or CCXP experience advantageousAdvance Vancity’s future-state contact centre through strategic judgment, member engagement, and disciplined enterprise transformation leadership.
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📌 Senior Director Contact Centre Strategy (Winnipeg)
🏢 Vancity (2.0)
📍 Winnipeg