At a Glance
- Tasks: Lead the transformation of Vancity's contact centre with innovative strategies and technology.
- Company: Join Vancity, a leader in inclusive banking and community-focused solutions.
- Benefits: Enjoy a competitive salary, hybrid work options, and opportunities for professional growth.
- Other info: Be part of a culture that values inclusivity and high performance.
- Why this job: Make a real impact by shaping the future of customer service in a dynamic environment.
- Qualifications: 10+ years in contact centre leadership and experience with large-scale transformations.
The predicted salary is between 126000 - 154000 $ per year.
Lead Vancity’s contact centre transformation from Surrey Central in a hybrid senior director role focused on operating models and technology. As Senior Director, you will set enterprise strategy for a scalable, resilient, advice-led channel. You will shape workforce strategy, quality frameworks, service models, governance routines, and technology-enabled capabilities. This full-time, permanent role reports to the VP, Inclusive Banking, Alternate Channels.
Key Responsibilities:
- Set multi-year contact centre strategy and transformation roadmap
- Lead leaders through inclusive, accountable, high-performing culture
- Modernize workforce management, quality, reporting, routing, and automation
- Use operational, financial, risk, and member insights
- Oversee compliance, privacy, fraud, continuity, and service quality
Requirements:
- Post-secondary education or equivalent experience
- 10+ years leading contact centres or large transformations
- Experience leading complex people, financial, risk portfolios
- Track record delivering roadmaps, business cases, operating models
- Knowledge of regulated operational controls and risk
Guide Vancity’s contact centre modernization through strategic leadership, operational judgment, and technology-enabled transformation expertise.
Senior Director Contact Centre Transformation in Surrey employer: Vancity (2.0)
Vancity is an exceptional employer that prioritizes innovation and member satisfaction in a collaborative remote work environment. As a Senior Manager, you'll have the opportunity to lead transformative projects that enhance credit card digital experiences while benefiting from a supportive culture that fosters professional growth and development. With a commitment to social responsibility and community impact, Vancity offers a unique workplace where your contributions truly matter.
