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 Vice-President (VP), Alternate Channels, you will provide strategic leadership for Vancity’s mobile mortgage and lending division (Member Advisory Services – MAS), Visa and banking call centre (Member Services Centre – MSC), and Insurance division (Squamish Insurance), ensuring best-in-class contact centre performance, optimized non-branch lending, and a growth strategy for insurance that delivers strong member and financial outcomes. You are a transformational, data-informed sales leader with deep experience leading contact centres, a proven track record of growing businesses in regulated financial services (ideally including insurance) and demonstrated ability to sponsor strategic digital projects that modernize service delivery and enhance member experience.
This is a Full-time, Permanent role based at the Vancity head office and will report directly to the EVP, Inclusive Banking & Sustainable Wealth. Candidates must be located in British Columbia or be willing to relocate and will be expected to be on-site for events and business demands.
How You'll Make an Impact:
- Providing strategic and operational leadership to Vancity’s Member Services Centre (MSC), Member Advisory Services (MAS) and Insurance division, aligning growth, service excellence and financial performance with the organization’s objectives
- Leading high-performing senior leaders across alternate channels, fostering an inclusive, accountable culture focused on member experience, sales growth and operational excellence
- Driving performance across high-volume, multi-channel environments by setting clear accountabilities, aligning divisional targets to strategy, and using data-driven insights to optimize results, manage risk and enhance member experience
- Championing best-in-class contact centre strategies, service models and workforce management practices to deliver high-quality, digitally enabled member service through the MSC
- Developing and executing growth strategies for non-branch retail lending and insurance, including mobile mortgage origination, renewals and cross-line-of-business opportunities that expand member relationships and revenue
- Leading transformational change initiatives and strategic digital projects in partnership with Technology and other functions to enable modern, scalable alternate channel delivery aligned with evolving member needs
- Translating enterprise strategy into clear divisional priorities, capacity plans and investment decisions grounded in robust data, insights and disciplined performance management
- Ensuring effective risk management, compliance and regulatory oversight across alternate channels, balancing access and innovation with Vancity’s risk tolerance and regulatory obligations
- Building strong cross-functional partnerships across Inclusive Banking, Sustainable Wealth and other enterprise teams to enable integrated member experiences and new market growth
Where You’ll Lead and Influence:
- Providing executive leadership to the senior leaders within MAS, MSC, and Squamish Insurance, with overall accountability for approximately 500 employees across these divisions
- Overseeing the performance and operational effectiveness of the Member Services Centre (MSC), which manages approximately 680,000 calls annually; the Member Advisory Services (MAS) division, generating over $2B in lending each year; and Squamish Insurance, with $12.5M in gross written premiums annually
What You’ll Bring to the Team:
- Post-secondary education in business, finance or a related field, with an MBA or equivalent advanced degree considered an asset
- Minimum 10 years of progressive experience in retail banking or financial services, including senior leadership accountability for multi-team operations such as banking and credit card call centres, mobile mortgage and lending, and insurance
- Deep expertise in contact centre operations and retail lending, including sales and advice models, workforce management, mortgage origination and renewals, and digital service delivery
- Proven track record of driving sales growth, service excellence and strong financial performance across high-volume, multi-channel environments in a regulated setting
- Demonstrated transformational leadership capability, with experience leading complex change, modernizing service models and building high-performing, inclusive cultures grounded in equity and accountability
- Demonstrated experience leading or sponsoring strategic digital initiatives that enhance member experience, improve operational effectiveness and enable scalable alternate channel delivery
- Strong risk, compliance and governance acumen, with experience overseeing credit, conduct, operational and regulatory risk across complex portfolios
- Exceptional ability to lead and develop senior leaders as enterprise leaders, strengthening leadership capability, engagement and succession planning
Extra Skills That Set You Apart:
- Experience leading insurance businesses or divisions within a financial institution, with a focus on member-centric growth and product strategies
- Experience working within a purpose-driven, co-operative or values-based financial institution committed to inclusion and social justice
- Experience advancing inclusive banking, Indigenous banking or financial resilience initiatives that address systemic barriers for under-served communities
You’ll Thrive Here If You Are:
- Strategic and future-focused – You naturally connect enterprise strategy to divisional plans and anticipate emerging member needs, market trends and digital opportunities.
- Inclusive and people-centered – You build high-performing, engaged and diverse teams where people feel seen, heard and empowered to contribute.
- Data-informed and results-driven – You use data, insights and disciplined performance management to drive sales growth, service excellence and prudent risk-taking.
- Bold and change-ready – You lead transformational change with courage and humility, bringing others along through clear direction, collaboration and accountability.
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 $204,000 to $240,000 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.
Why You’ll Love Working Here:
A career at Vancity is more than just a job, you’re joining a tradition of change-makers who are creating lasting change for our communities. Beyond base pay, we offer a comprehensive total rewards package to ensure our employees are empowered to thrive:
- Living Wage Employer: We’re the largest private-sector Living Wage Employer in Canada and consistently ranked among Canada’s Top Employers.
- Customizable Benefits: Permanent employees receive flexible benefit packages that can be tailored annually to meet evolving needs.
- Generous Vacation: New employees start with 3-4 weeks of vacation per year, with additional days earned over time.
- Extra Stat Holidays: In addition to BC’s 11 statutory holidays, we offer 2 extra days, plus care days for personal or family illness.
- Immediate Health Coverage: Health and dental benefits begin on your hire date, with three levels of coverage to choose from.
- Defined Benefit Pension: Our retirement plan provides a guaranteed income for life, recognizing that retirement looks different for everyone.
Vancity Talent Programs:
Vancity supports an inclusive hiring process for candidates who self-identify as Indigenous, Black, or Trans. With special permission from the BC Human Rights Commissioner, this initiative provides access to career development opportunities, prioritized job screening, and feedback. Any information you choose to share will be stored securely and used only for recruitment and career development connected to this initiative, in line with the BC Personal Information Protection Act (PIPA). For details, please see our dedicated Talent Programs job posting.
At Vancity we’re committed to creating a welcoming and inclusive workplace to help our people and communities thrive and prosper. Diversity in our workforce is integral so that we can truly represent, understand and respond to our community needs and deliver on our member experience.
We are also committed to an inclusive, barrier-free and accessible recruitment experience for all candidates. If you require any accommodations or support at any stage of the recruitment process (including the application stage), we encourage you to let us know by contacting our Talent Acquisition team at recruitment@vancity.com. We’re here to work with you to ensure your needs are met promptly and effectively. All requests will be handled with the utmost respect and confidentiality, so you can participate fully in the process.
