Manager, Remote Member Services

For more than 80 years, Ukrainian Credit Union (UCU) has provided trusted financial services while supporting Ukrainian Canadian cultural, educational, and community initiatives. With 14 branches across Ontario, we combine relationship-focused banking with innovation and a strong commitment to the communities we serve.

Lead People. Build Relationships. Shape the Future of Member Banking.

UCU is seeking an experienced, forward-thinking Manager, Remote Member Services to lead our full-service virtual branch, delivering personalized financial services, expert guidance, and innovative digital solutions to members across all regions, including remote and out-of-service-area members, while strengthening long-term member relationships and financial well-being.

As a key part of UCU’s Service Anywhere model, you will lead a high-performing team, drive operational excellence, and cultivate a strong sales and service culture focused on deepening Member relationships, identifying financial needs, providing meaningful solutions, and supporting sustainable revenue growth. Reporting to the Manager, Virtual Branch & Business Services, you will champion digital innovation and exceptional Member experiences while contributing to UCU’s continued success.

Location: Toronto, Ontario

Lead People. Build Relationships. Shape the Future of Member Banking.

UCU is seeking an experienced, forward-thinking Manager, Remote Member Services to lead our full-service virtual branch, delivering personalized financial services, expert guidance, and innovative digital solutions to members across all regions, including remote and out-of-service-area members, while strengthening long-term member relationships and financial well-being.

As a key part of UCU’s Service Anywhere model, you will lead a high-performing team, drive operational excellence, and cultivate a strong sales and service culture focused on deepening Member relationships, identifying financial needs, providing meaningful solutions, and supporting sustainable revenue growth. Reporting to the Manager, Virtual Branch & Business Services, you will champion digital innovation and exceptional Member experiences while contributing to UCU’s continued success.

• Lead and develop a high-performing team through coaching, performance management, employee development, and a culture of continuous learning.
• Drive operational excellence by overseeing daily operations, service quality, first-contact resolution, performance measurement, and continuous improvement.
• Cultivate a strong sales and service culture by deepening Member relationships, identifying business opportunities, promoting appropriate financial solutions, and driving revenue growth.
• Champion digital innovation through the adoption and optimization of CRM systems, omnichannel member-service technologies, and Interactive Teller Machines (ITMs), and emerging digital service channels
• Advance strategic priorities by collaborating across UCU to support business growth, regulatory compliance, and seamless Member service delivery across UCU. by collaborating across UCU to support business growth, regulatory compliance, and seamless Member service delivery, and a consistent member experience across all channels

• 3–5 years of experience managing or leading an on-site contact centre, preferably within banking or financial services.
• Post-secondary education in business, finance, management, or a related field; an equivalent combination of education and relevant work experience may be considered.
• Proven ability to lead, coach, and develop teams while achieving service, sales, member-experience, and operational objectives.
• Strong understanding of financial products, Member…