Job Posting Details

Manager, Member Service Centre, Interior Savings Credit Union

Location:West Kelowna, British Columbia
Posting Date:May 10, 2018
Closing Date:until filled
Employment Type:Full-time

At Interior Savings, it’s our job to be there with the right financial support to help our members succeed. That’s local money for local good.

It’s also our job to give back in our communities. As a member of the Interior Savings team, you have the opportunity to support your local economy, local causes, local events and initiatives, and to help create positive change.

If you would like to be part of a team that makes a positive difference in people’s lives, check out this great opportunity.

We are seeking a Full Time Manager, Member Service Centre in our West Kelowna office. The primary focus of this position is the responsibility for managing the operational and financial performance of the Member Service Centre. This role provides leadership to direct reports and ensures that all staff is adequately trained and up-to-date with organizational procedures and policies. The Manager, of the Member Service Centre is responsible for the establishment and achievement of critical success factors, adherence to all risk management standards, and quality of service performance.

Through your proven ability to provide leadership, direction, coaching and support to the team you manage the Member Service Centre sales, service and operations by setting and achieving organizational objectives. You will reinforce best practices within the department which includes setting individual goals and objectives, evaluating performance, and providing frequent feedback.

You will lead the development of all performance standards, sales targets, and quality monitoring tools and scorecards and support the integrity of and conduct performance appraisals. You will address member complaints and inquiries, as required to deliver timely and effective member experience and business outcomes.

With excellent critical thinking, problem solving and organizational skills you will structure workflow, schedules, and resource availability to maximize the ability to meet member needs and provide constant review and streamlining of processes and procedures to ensure the team is focused on delivering service excellence while meeting service and sales targets.

Your ability to work well under pressure with professionalism helps you to manage and communicate issues and initiate follow-up with other teams, branches, departments, and management. Using your initiative you will be responsible to establish, manage, and maintain awareness of the organization in the local community and among professional networking groups.

Through your strong interpersonal skills you will manage key HR functions including interviewing and hiring, coaching and training, conducting performance reviews and initiating performance improvement plans and progressive discipline as needed. You will also perform other duties as assigned.


  • Completion of a relevant certificate, diploma, degree or designation program

  • An equivalent combination of education and experience may also be considered


  • 3-5 years’ experience in a call centre, preferably in a management role

  • 3-5 years’ experience in retail banking

  • Mutual Funds License an asset

  • 4-6 years of job-related experience in a financial sales & services environment

  • Experience with Contact Centre Technology

“For more information or to apply for this position please visit our website:”

We thank all applicants for their interest and will contact short-listed candidates only.