Overview
Vice-President; VP), Alternate Channels; MAS, MSC & Insurance Jobs in Vancouver, Canada at Vancity
Position: Vice-President (VP), Alternate Channels (MAS, MSC & Insurance)
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 modernise 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’re Going to 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 organisation’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 optimise 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,…
Title: Vice-President; VP), Alternate Channels; MAS, MSC & Insurance
Company: Vancity
Location: Vancouver, Canada
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