Vice-President; VP), Alternate Channels; MAS, MSC & Insurance
Job in
Vancouver, BC, Canada
Listing for:
Vancity
Full Time
position
Listed on 2026-02-16
Job specializations:
-
Management
Business Management, Business Analyst
Job Description & How to Apply Below
Position: Vice-President (VP), Alternate Channels (MAS, MSC & Insurance)
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 objectivesLeading high-performing senior leaders across alternate channels, fostering an inclusive, accountable culture focused on member experience, sales growth and operational excellenceDriving 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 experienceChampioning best-in-class contact centre strategies, service models and workforce management practices to deliver high-quality, digitally enabled member service through the MSCDeveloping 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 revenueLeading 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 needsTranslating enterprise strategy into clear divisional priorities, capacity plans and investment decisions grounded in robust data, insights and disciplined performance managementEnsuring effective risk management, compliance and regulatory oversight across alternate channels, balancing access and innovation with Vancity’s risk tolerance and regulatory obligationsBuilding 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 divisionsOverseeing 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…
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