Director, Consulting Services

Member Relations and Trade Services Department

When you’re passionate about what you do and where you work, the rest comes easy. That’s the culture at Central 1 Credit Union, and that’s precisely what we’re looking for from you. Supporting nearly 150 member credit unions across British Columbia and Ontario, we’re the backbone of the credit union system in both provinces – taking care of everything from online services and product development, to payment processing, trade association services and more.

Our team of over 600 employees represent some of the most innovative, passionate individuals you’ll ever meet; people who honestly care about the organization, its members and each other. In other words, people who love what they do.

Position Overview

Reporting to the Vice-President, Member Relations and Trade Services, the Director, Consulting Services is responsible for leading the service delivery and business development of the People Solutions and Strategic Solutions departments.  This role provides consulting services, as well as being responsible for identifying growth opportunities, industry trends and market needs within the credit union system and assisting in the design, development and delivery of existing and new consulting services and effectiveness of existing service delivery for the Member Relations & Trade Services division. 

Key responsibilities include building, maintaining and enhancing trusting relationships with credit unions to understand the needs and opportunities for consulting and integration services.  This position is a leader within the Member Relations & Trade Services division, in particular ensuring cross marketing and relationship management opportunities are identified and capitalized to provide ongoing high-value service and information to credit unions.  As well, the role oversees the business, strategic and budget planning; and manages the financial performance of the People Solutions and Strategic Solutions departments; ensuring objectives are well understood and executed. 

You'll be primarily accountable for:

  • Delivering external consulting services across a broad range of Human Resources and strategic disciplines to credit unions, other provincial centrals and credit union affiliates. Projects involve scoping client needs, developing comprehensive proposals, establishing timelines and budgets, managing multiple stakeholders with competing interests, and writing detailed post-project reports that analyze findings, discuss options and present recommendations.
  • Developing, maintaining and fostering strong working relationships with credit unions, ensuring awareness of the value and scope of services offered.
  • Is cognizant of industry and global business trends, anticipates credit union needs and proactively develops new services while refining consulting service delivery with a focus on enabling credit union success in a competitive landscape.
  • Developing overall operating plans and oversees the execution for the departments. Establishes priorities, key initiatives and resources in consultation with direct reports. Identifies long-term business issues for the departments and establishes plans and priorities to address these needs or challenges.
  • Managing the profitability of the departments, implements effective processes and systems to monitor productivity, and performance and pursuing new business development.
  • Ensuring the delivery of high value and quality consulting and solution services within expected timeframes and on budget. Monitors progress, manage risk and ensure key stakeholders are kept informed about progress and expected outcomes. 
  • Identifying and researching best practice services and programs and consults with credit union professionals to identify system needs; recommends strategies and programs to meet those needs; introduces new, or revises, existing services, programs and tools.
  • Managing and develops vendor relationships.
  • Establishing and maintaining collaborative working relationships with Central 1 colleagues; peers in other provincial Centrals; and contacts within the credit union system: and identifies opportunities to partner/collaborate on projects of common interest.
  • Coaching and counselling employees, preparing performance plans and conducts regular appraisals. Identifies and recommends relevant productivity and performance metrics based on best practices and that align with organizational and departmental objectives and priorities.
  • Effectively allocating projects; provides coaching, support and oversight to staff; reviews reports and proposals for quality control purposes; and establishes the expectations of the value to be delivered.
  • Ensuring all staff has a sound understanding of their roles and responsibilities and the job knowledge and skill sets required to be successful. Focuses on strengthening competencies within and across the departments.
  • Identifying and acting on the need for training by developing training plans and monitoring their execution.  Implements cross-training plans to ensure no interruption of service delivery.

Your qualifications include:

As the successful candidate you possess at least 10 years of relevant, progressive experience, with a minimum of 5 years managing a practice area (including: Human Resources, strategic planning, operations, and governance) and team and 5 years of consulting and business development experience. You have an undergraduate degree in business; a Master’s degree in business is an asset.

As the successful candidate you have a thorough understanding of consulting services management, including revenue generation, leveraged delivery models and client satisfaction. Maintain a current and future focus on changing developments in financial services from a strategic and operational perspective in consulting services capabilities and fulfillment. You have the ability to think strategically and identify opportunities to increase business and improve operational efficiencies.  Exceptional interpersonal skills are required to manage and influence a cross-functional services team; build key relationships with credit unions and in the financial services market; as well as cross-department to identify and deliver exceptional service. You possess the ability to inspire a team and provide appropriate level of guidance and support to ensure for ongoing learning and growth, and quality service delivery. You have excellent client management skills play an important role in the management of relationship with key members, credit unions and strategic partners. You are self-motivated, high degree of problem solving/analytical skills, innovative and creative; takes initiative, excellent listening and communication skills. You have superb analytical skills, exceptional presentation skills and business acumen. You are detail oriented and superior organization skills; ability to manage competing priorities, project deadlines and clients. You also have the demonstrated ability to deal with sensitive issues in a confidential manner.

As much as we believe in working hard, we also believe in personal growth and taking time for ourselves. Accordingly, our total rewards philosophy amounts to one of the best compensation and benefits packages in the industry – from performance-based incentives and extended benefits, to training and education reimbursements, ample vacation time and staff mortgage discounts.

Interested candidates are asked to submit a cover letter and resume to
Please quote “Director, Consulting Services” in the subject line. 

We would like to take this opportunity to thank all applicants in advance; however, only those short-listed will be contacted.

Central 1 Credit Union is committed to providing accommodations. If you require an accommodation, we will work with you to meet your needs.