Senior Director, Contact Centre Transformation & Strategy

Vancity; Surrey; Hybrid; CAD 166,000 - 204,000; Full time

Benefits offered by this job

Flexible benefits

Vacation time (3–4 weeks)

Pension plan

Hybrid work arrangement

Job summary

Vancity is seeking a Senior Director, Contact Centre Operations & Transformation, to lead the modernisation of its contact centre into a scalable, advice-led channel. You will own the multi-year transformation agenda, shaping the operating model, workforce strategy, quality framework, and technology-enabled capabilities.

The role requires a strategic and operational leader who can deliver measurable outcomes and report to the VP, Inclusive Banking, Alternate Channels.

Qualifications

• Post-secondary education in business, technology, finance or related field, or equivalent experience.
• 10+ years of progressive leadership experience in contact centre operations, financial services, or large-scale transformation.
• Experience leading leaders and complex operational portfolios across people, financial, risk and member outcomes.
• Strong track record of delivering transformation roadmaps, business cases, operating models, and service-model changes.

Responsibilities

• Set the multi-year contact centre strategy, transformation roadmap, future-state operating model, and measures of success.
• Lead through leaders to build an inclusive, accountable, and high-performing culture.
• Modernize workforce management, quality, reporting, IVR, routing, automation, and enabling technology.
• Use operational, financial, risk and member insights to guide investment, capacity, and continuous improvement.

Skills

Leadership

Strategic planning

Influence executives

Data-driven

Education

Post-secondary education in business/technology/finance or equivalent

Tools

Genesys

Job description

Vancity is seeking a Senior Director, Contact Centre Operations & Transformation, to lead the modernisation of its contact centre into a scalable, advice-led channel. You will own the multi-year transformation agenda, shaping the operating model, workforce strategy, quality framework, and technology-enabled capabilities.

The role requires a strategic and operational leader who can deliver measurable outcomes and report to the VP, Inclusive Banking, Alternate Channels.