Senior Director, Contact Centre Experience

Our Story & Purpose:

We’re Vancity, a member-owned credit union built on the principles of inclusion and social justice. Since 1946, our relentless commitment to these values has helped us challenge the status quo and break down barriers. We’ve made bold commitments to become net-zero by 2040 across all mortgages and loans, and we’re actively pursuing strategies in Indigenous banking and financial resilience for our members.

As the largest private sector Living Wage Employer in Canada, we’re proud to be consistently recognized as one of the country’s Top Employers. If you’re ready to join our team of 2,300 diverse individuals, access competitive rewards and benefits, and be part of a greater movement - apply today!

Your Role in Supporting Our Members:

As a Senior Director, Contact Centre Experience, you will provide enterprise-level leadership for the strategic growth, service delivery, and evolution of Vancity’s Member Service Centre into a high-performing, advice-led distribution channel.

You will lead the centre-wide sales and advice strategy across Member Care and Card Services while aligning advisory and specialist channels around shared member, growth, and business outcomes. We are looking for a strategic and commercially minded financial services leader who can lead through leaders, influence across a complex organization, and champion needs-based advice and exceptional member experiences.

This is a Full-time, Permanent role based at our Surrey Central City office and will report directly to the VP, Inclusive Banking, Alternate Channels. While this position provides a hybrid work arrangement, you will be expected to be on-site for events and business demands.

How You'll Make an Impact:

• Set and execute the Member Service Centre’s sales and advice strategy, priorities, targets, and performance measures.
• Lead an integrated distribution channel that drives revenue, digital sales, specialist referrals, relationship growth, and exceptional member experiences.
• Advance needs-based advice and sales excellence across Member Care and Card Services, aligned with conduct, compliance, and risk requirements.
• Build strong enterprise partnerships to improve campaigns, member journeys, lead conversion, specialist handoffs, and digital experiences.
• Use insights to guide decisions, investments, and channel improvements.
• Develop leaders and align growth plans with workforce capacity, technology, operations, and organizational priorities.

What You’ll Bring to the Team:

• Post-secondary education in business, finance, leadership, marketing, or a related field, or an equivalent combination of education and experience.
• 10+ years of progressive leadership experience in financial services, contact centre or branch distribution, sales and advice, or a comparably complex customer-facing organization.
• Proven experience leading leaders and large, multi-team portfolios.
• A strong track record of delivering sustainable revenue, relationship growth, product results, and member value through distribution strategies and channel change.
• Strong commercial judgement and the ability to influence senior partners, use data to make decisions, and navigate regulated environments.

Extra Skills That Set You Apart:

• Leading significant omnichannel, contact centre, or advice-led distribution transformation within a financial institution.
• Holding a relevant leadership, financial services, risk, or change management designation.

You’ll Thrive Here If You Are:

• Member-focused - You place members’ financial well-being at the centre of strategy, advice, service, and growth decisions.
• Strategic and commercially minded - You translate enterprise priorities into clear channel plans, measurable outcomes, and sustainable financial results.
• Collaborative and influential - You build trusted senior partnerships and align diverse teams around shared outcomes.
• Inclusive and people-centred - You create accountability while coaching leaders, developing talent, and supporting an inclusive workplace.
• Decisive and balanced - You exercise sound judgement when navigating growth, service quality, employee capacity, risk, compliance, and long-term objectives.

We value lived experience, so if you are interested in this role, we encourage you to apply even if you feel your skills don't perfectly align with those listed.

What You’ll Earn:

This role offers a salary range of $165,500 to $204,435 per annum. The base pay offered may vary depending on factors such as relevant qualifications, skills, previous experience, and internal equity. As part of our total rewards package, employees may also be eligible for our annual incentive program, subject to program eligibility requirements.

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