Manager, Special Accounts & Member Recovery

Vancity • Vancouver, BC

11h • CA$108,500 - CA$134,085 • Hybrid

About The Position

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! We’re looking 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.

Requirements

• 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

Nice To Haves

• Experience driving digital transformation or automation initiatives within collections or recovery
• Familiarity with behavioural insights and member-centric design approaches
• Professional designations such as CPA, CFA, or risk-related certifications

Responsibilities

• 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 behavioural 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

Benefits

• Competitive rewards and benefits
• Customizable Benefits: Permanent employees receive flexible benefit packages that can be tailored annually to meet evolving needs.
• Generous Vacation: New employees start with 3-4 weeks of vacation per year, with additional days earned over time.
• Extra Stat Holidays: In addition to BC’s 11 statutory holidays, we offer 2 extra days, plus care days for personal or family illness.
• Immediate Health Coverage: Health and dental benefits begin on your hire date, with three levels of coverage to choose from.
• Defined Benefit Pension: Our retirement plan provides a guaranteed income for life, recognizing that retirement looks different for everyone.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree