Manager, Special Accounts & Member Recovery

Your Role in Supporting Our Members:

We’relooking for a strategic and people-centered leader to join our team as Manager, Special Accounts & Member Recovery . In this role, you will lead the evolution of credit recovery—balancing disciplined risk management with a compassionate, solutions-focused approach that supports our members through financial challenges. You will inspire teams, drive innovation, and shape modern, inclusive collections practices that strengthen member outcomes while positioning Vancity as a leader in responsible and equitable recovery solutions.

This is a full-time, permanent role based at our Vancity head office and will report directly to the Director, Special Accounts & Credit Quality . While this position provides a hybrid work arrangement, you will be expected to be on-site for events and business demands

• Leading and inspiring a high-performing, inclusive team while building leadership capability across the function
• Creating an engaged culture grounded in accountability, trust, and continuous learning
• Designing proactive, early intervention strategies that move beyond traditional collections
• Championing member-centric and equitable solutions that support financial rehabilitation
• Identifying emerging credit, economic, and behavioral trends to inform enterprise strategy
• Partnering across Retail, Commercial, Legal, and Risk teams to deliver integrated member solutions
• Balancing loss mitigation with member experience and long‑term outcomes while ensuring strong governance and compliance
• Leveraging data and analytics to prioritize interventions and continuously improve recovery performance
• Modernizing processes, tools, and workflows to build a scalable and agile recovery function

• Post‑secondary education in business, finance, or a related discipline; equivalent experience will also be considered
• 7+ years of progressive experience in credit risk, collections, or recovery environments
• 3+ years of people leadership experience, including coaching leaders and building high‑performing teams
• Deep knowledge of credit risk management, collections strategies, and recovery practices
• Strong analytical and strategic thinking skills, with the ability to translate data into actionable insights
• Demonstrated ability to navigate complexity, ambiguity, and enterprise decision‑making environments
• Strong understanding of governance, compliance, and risk frameworks within financial services
• A commitment to equity, inclusion, and values‑based decision‑making

• Experience driving digital transformation or automation initiatives within collections or recovery
• Familiarity with behavioral insights and member‑centric design approaches
• Professional designations such as CPA, CFA, or risk‑related certifications
• Strategic Thinker - Bringing a forward‑thinking mindset to challenge the status quo and shape future‑ready recovery practices
• People‑Centered Leader - Inspiring, coaching, and developing teams to achieve strong, inclusive outcomes
• Data‑Driven Decision Maker - Using insights and analytics to inform strategy and improve performance
• Collaborative Partner - Building strong relationships across teams to influence enterprise decisions
• Purpose‑Driven - Committed to equity, inclusion, and making a meaningful impact for members and communities

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.

This role offers a salary range of $108,500 to $134,085per 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.

A career at Vancity is more than just a job, you’rejoining 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…