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 model
Establish governance routines and transformation success measures
Lead measurable service-model change across partners
Strengthen oversight of risk and operational controls




Deliver transformation outcomes with member-facing teams

Requirements:
Business, technology, finance education or equivalent experience
10+ years progressive leadership in financial services or transformation
Experience delivering business cases and service-model change
Solid influence across executives, partners, and frontline teams
Genesys, Prosci, Lean Six Sigma, or CCXP experience advantageous

Advance Vancity’s future-state contact centre through strategic judgment, member engagement, and disciplined enterprise transformation leadership.

📌 Senior Director Contact Centre Strategy Surrey (Canada)
🏢 Vancity (2.0)
📍 Canada