Lead People. Build Relationships. Shape the Future of Member Banking.
UCU is seeking an experienced, forward-thinking Manager, Remote Member Services to lead our full-service virtual branch, delivering personalized financial services, expert guidance, and innovative digital solutions to members across all regions, including remote and out-of-service-area members, while strengthening long-term member relationships and financial well-being.
As a key part of UCU's Service Anywhere model, you will lead a high-performing team, drive operational excellence, and cultivate a strong sales and service culture focused on deepening Member relationships, identifying financial needs, providing meaningful solutions, and supporting sustainable revenue growth. Reporting to the Manager, Virtual Branch & Business Services, you will champion digital innovation and exceptional Member experiences while contributing to UCU's continued success.
Key Responsibilities
•Lead and develop a high-performing team through coaching, performance management, employee development, and a culture of continuous learning.
•Drive operational excellence by overseeing daily operations, service quality, first-contact resolution, performance measurement, and continuous improvement.
•Cultivate a strong sales and service culture by deepening Member relationships, identifying business opportunities, promoting appropriate financial solutions, and driving revenue growth.
•Champion digital innovation through the adoption and optimization of CRM systems, omnichannel member-service technologies, and Interactive Teller Machines (ITMs), and emerging digital service channels.
•Advance strategic priorities by collaborating across UCU to support business growth, regulatory compliance, and seamless Member service delivery across UCU. by collaborating across UCU to support business growth, regulatory compliance, and seamless Member service delivery, and a consistent member experience across all channels.
What You Bring
•3–5 years of experience managing or leading an on-site contact centre, preferably within banking or financial services.
•Post-secondary education in business, finance, management, or a related field; an equivalent combination of education and relevant work experience may be considered.
•Proven ability to lead, coach, and develop teams while achieving service, sales, member-experience, and operational objectives.
•Strong understanding of financial products, Member relationship management, and operational risk.
•Experience with performance management, quality assurance, CRM systems, digital technologies, and continuous process improvement.
•Excellent communication, problem-solving, and organizational skills, with a collaborative, adaptable leadership style.
•Proficiency in in Ukrainian a strong asset.
Work Location & Schedule
This is a fully on-site position based in Toronto, with occasional travel within the Greater Toronto Area (GTA) and flexibility to work evenings or weekends as required for meetings, team coaching, and community events.
Why Join UCU?
Join a community-focused financial institution where your leadership and contributions make a difference.
The anticipated hiring range for this role is an annual salary of $75,000-$95,000. Our competitive total rewards package also includes full benefits, a defined contribution pension plan, discretionary performance bonus, paid vacation, sick and wellness days, along with 2 paid volunteer days per year.
Ready to Make an Impact?
Bring your leadership experience, passion for exceptional service, and innovative thinking to Ukrainian Credit Union.
Join UCU and help shape the future of Member banking.
If your qualifications and experience align with this opportunity, we invite you to submit your resume and cover letter in confidence to UCU Human Resources at careers@ukrainiancu.com
We thank all applicants for their interest; however, only those selected for an interview will be contacted.
