Senior Manager, Member Relations & NPS in St. Catharines

St.Catharines Corp Office
St Catharines, ON L2S 3W3, CAN

At Meridian our aspiration is to integrate our purpose into everything we do for people, the planet, and communities. We believe that our greatest opportunity is to create opportunity and meet people where they are.

Reporting to the Director, Operational Excellence & Controls, the Senior Manager, Member Relations and NPS leads Meridian’s enterprise approach to escalated Member concerns, complaint resolution, Net Promoter Score (NPS) and Voice of Member insights. The role brings together fair, timely and well-controlled case management with actionable Member feedback to strengthen trust, improve experience and reduce operational and reputational risk.

The Senior Manager fulfills the accountabilities associated with Meridian’s Member Relations Officer and Deputy Privacy Officer roles, including oversight of complex investigations, regulatory complaint requirements, privacy incident response and access-to-information requests. The role also provides governance and objective review for pricing exceptions that are escalated through the team, ensuring decisions are consistent, appropriately authorized, documented and informed by Member, business and risk considerations.

Working across lines of business and corporate functions, the Senior Manager identifies systemic themes, translates Member feedback into practical improvements, and equips leaders and employees to resolve concerns effectively. The role develops an engaged, responsive and flexible team, drives continuous improvement, and communicates trends, risks and recommendations to senior leaders and governance forums.

Key Responsibilities

Member Concerns, Complaint Resolution and Pricing Exceptions

• Lead the enterprise Member concerns and complaint escalation program, ensuring concerns receive a fair hearing and are investigated, assessed, documented and resolved objectively and within applicable requirements.
• Oversee complex or sensitive Member matters, coordinating with Legal, Risk, Compliance, AML, Corporate Security and business leaders to develop balanced solutions and mitigate operational and reputational risk.
• Act as Meridian’s Member Relations Officer and key contact with the Financial Services Regulatory Authority of Ontario (FSRA) for credit union complaints filed against Meridian.
• Maintain effective implementation of and adherence to applicable market conduct, fair treatment of customers, complaint-handling and credit union requirements.
• Provide consultation, coaching and decision support to employees and leaders to improve first-point resolution, reduce avoidable escalations and promote Member loyalty.
• Lead the intake, assessment and governance of pricing exceptions escalated through the team, ensuring decisions are consistent, appropriately authorized, documented and supported by clear rationale.
• Maintain and enhance Member concern policies, procedures, learning resources and escalation practices, including Be a LEADER and Managing Challenging Service Interactions.

NPS, Voice of Member and Experience Insights

• Lead the NPS and Voice of Member program, ensuring timely, relevant and reliable feedback is gathered, analyzed and shared with accountable business leaders.
• Establish program targets, benchmarks, measures and reporting that clearly show performance, trends, drivers and priority opportunities.
• Translate NPS, complaint and Member feedback into root-cause insights, business cases and practical recommendations that improve Member and employee experience.
• Partner with lines of business to develop action plans, monitor progress and evaluate whether implemented changes achieve intended outcomes.
• Identify recurring pain points, emerging risks and experience gaps, and elevate material themes to appropriate leaders and governance forums.
• Use dashboards, scorecards and executive reporting to communicate a clear enterprise view of Member sentiment, complaint outcomes and improvement priorities.

Privacy, Risk and Regulatory Compliance

• Fulfill Deputy Privacy Officer responsibilities for Meridian and Meridian OneCap, supporting the Chief Privacy Officer and acting as delegated lead when required.
• Oversee privacy incident triage, investigation, documentation, mitigation and closure, including Risk of Serious Harm assessment and reporting where required.
• Provide direction and advice to employees and leaders on privacy matters and prepare response correspondence on behalf of the Privacy Officer when requested.
• Support Privacy Commissioner disputes, breaches or investigations and respond to access-to-information requests in line with applicable privacy requirements.
• Maintain accurate management and regulatory reporting for Member concerns, privacy incidents, pricing exceptions and related risk themes.
• Strengthen process controls, record quality, audit readiness and sustainable remediation, partnering with Compliance, Operational Risk, Legal and Internal Audit.

People Leadership and Operational Excellence

• Build and lead a high performing, engaged, inclusive and flexible team focused on fair Member outcomes, sound judgement, responsiveness and continuous learning.
• Provide clear direction, coaching, mentorship and performance management, supported by meaningful development and succession plans.
• Plan workload, capacity and priorities to meet service commitments and respond effectively to critical or high-risk matters.
• Standardize and continuously improve workflows, controls, case management, quality assurance and knowledge practices.
• Use data and operational insights to improve cycle time, consistency, quality, productivity and stakeholder experience.
• Foster a culture of curiosity, respectful challenge, accountability and thoughtful decision-making.

Stakeholder Communication and Partnerships

• Build trusted relationships with senior leaders, lines of business, control functions, regulators and external partners.
• Present clear, concise and evidence-based reporting, recommendations and decisions to executive, Board and governance audiences as required.
• Keep stakeholders informed of significant concerns, privacy matters, pricing exception themes, emerging risks and required actions.
• Maintain an external peer network to monitor complaint, privacy, NPS and Member experience practices and emerging industry expectations.
• Manage relevant service providers and partnerships, including performance, service levels, risk requirements and issue resolution.

Key Accountabilities and Measures of Success

• Fair, timely, consistent and well-documented resolution of escalated Member concerns and complaints.
• Reliable NPS and Voice of Member insights that result in clear ownership,

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