Lead contact centre transformation at Vancity from the Surrey Central City Office, combining enterprise strategy with modern workforce and technology capabilities. As Senior Director, Contact Centre Operations & Transformation, you will modernize a scalable, resilient, advice-led channel. You will shape operating models, workforce strategy, quality frameworks, service models, governance, and technology-enabled capabilities. This full-time, permanent position reports to the VP, Inclusive Banking, Alternate Channels. Key Responsibilities:
Set strategy, transformation roadmaps, operating models, and success measures Lead leaders toward inclusive, accountable, high-performing cultures Modernize workforce management, quality, reporting, routing, automation, and technology Guide investment using operational, financial, risk, and member insights Oversee compliance, privacy, fraud, continuity, and service quality Requirements:
Post-secondary education or equivalent experience 10+ years in contact centre operations, financial services, or transformation Experience leading leaders and complex operational portfolios Record delivering roadmaps, business cases, operating models, and service changes Knowledge of regulated-environment controls and operational risk Bring strategic leadership, transformation expertise, and contact centre modernization experience to Vancity’s member-focused operations.
#J-18808-Ljbffr
Senior Director Contact Centre Transformation in Surrey employer: Vancity
Vancity is an exceptional employer that prioritizes employee growth and collaboration in a supportive hybrid work environment. As a Growth Marketing Lead, you'll not only drive impactful marketing strategies in the Wealth & Investing sector but also benefit from a culture that values innovation and teamwork, ensuring your contributions are recognized and rewarded. With a commitment to community and member-focused initiatives, Vancity offers a unique opportunity to make a meaningful impact while advancing your career.
