Senior Manager, Member Relations & NPS

About this opportunity

At Meridian our aspiration is to integrate our purpose into everything we do for people, the planet, and communities. We believe that our greatest opportunity is to create opportunity and meet people where they are.

Reporting to the Director, Operational Excellence & Controls, the Senior Manager, Member Relations and NPS leads Meridian’s enterprise approach to escalated Member concerns, complaint resolution, Net Promoter Score (NPS) and Voice of Member insights. The role brings together fair, timely and well-controlled case management with actionable Member feedback to strengthen trust, improve experience and reduce operational and reputational risk.

The Senior Manager fulfills the accountabilities associated with Meridian’s Member Relations Officer and Deputy Privacy Officer roles, including oversight of complex investigations, regulatory complaint requirements, privacy incident response and access-to-information requests. The role also provides governance and objective review for pricing exceptions that are escalated through the team, ensuring decisions are consistent, appropriately authorized, documented and informed by Member, business and risk considerations.

Working across lines of business and corporate functions, the Senior Manager identifies systemic themes, translates Member feedback into practical improvements, and equips leaders and employees to resolve concerns effectively. The role develops an engaged, responsive and flexible team, drives continuous improvement, and communicates trends, risks and recommendations to senior leaders and governance forums.

Key Responsibilities

Member Concerns, Complaint Resolution and Pricing Exceptions

• Lead the enterprise Member concerns and complaint escalation program, ensuring concerns receive a fair hearing and are investigated, assessed, documented and resolved objectively and within applicable requirements.
• Oversee complex or sensitive Member matters, coordinating with Legal, Risk, Compliance, AML, Corporate Security and business leaders to develop balanced solutions and mitigate operational and reputational risk.
• Act as Meridian’s Member Relations Officer and key contact with the Financial Services Regulatory Authority of Ontario (FSRA) for credit union complaints filed against Meridian.
• Maintain effective implementation of and adherence to applicable market conduct, fair treatment of customers, complaint-handling and credit union requirements.
• Provide consultation, coaching and decision support to employees and leaders to improve first-point resolution, reduce avoidable escalations and promote Member loyalty.
• Lead the intake, assessment and governance of pricing exceptions escalated through the team, ensuring decisions are consistent, appropriately authorized, documented and supported by clear rationale.
• Maintain and enhance Member concern policies, procedures, learning resources and escalation practices, including Be a LEADER and Managing Challenging Service Interactions.

NPS, Voice of Member and Experience Insights

• Lead the NPS and Voice of Member program, ensuring timely, relevant and reliable feedback is gathered, analyzed and shared with accountable business leaders.
• Establish program targets, benchmarks, measures and reporting that clearly show performance, trends, drivers and priority opportunities.
• Translate NPS, complaint and Member feedback into root-cause insights, business cases and practical recommendations that improve Member and employee experience.
• Partner with lines of business to develop action plans, monitor progress and evaluate whether implemented changes achieve intended outcomes.
• Identify recurring pain points, emerging risks and experience gaps, and escalate material themes to appropriate leaders and governance forums.
• Use dashboards, scorecards and executive reporting to communicate a clear enterprise view of Member sentiment, complaint outcomes and improvement priorities.

Privacy, Risk and Regulatory Compliance

• Fulfill Deputy Privacy Officer responsibilities for Meridian and Meridian OneCap, supporting the Chief Privacy Officer and acting as delegated lead when required.
• Oversee privacy incident triage, investigation, documentation, mitigation and closure, including Risk of Serious Harm assessment and reporting where required.
• Provide direction and advice to employees and leaders on privacy matters and prepare response correspondence on behalf of the Privacy Officer when requested.
• Support Privacy Commissioner disputes, breaches or investigations and respond to access-to-information requests in line with applicable privacy requirements.
• Maintain accurate management and regulatory reporting for Member concerns, privacy incidents, pricing exceptions and related risk themes.
• Strengthen process controls, record quality, audit readiness and sustainable remediation, partnering with Compliance, Operational Risk, Legal and Internal Audit.

People Leadership and Operational Excellence

• Build and lead a high performing, engaged, inclusive and flexible team focused on fair Member outcomes, sound judgement, responsiveness and continuous learning.
• Provide clear direction, coaching, mentorship and performance management, supported by meaningful development and succession plans.
• Plan workload, capacity and priorities to meet service commitments and respond effectively to critical or high-risk matters.
• Standardize and continuously improve workflows, controls, case management, quality assurance and knowledge practices.
• Use data and operational insights to improve cycle time, consistency, quality, productivity and stakeholder experience.
• Foster a culture of curiosity, respectful challenge, accountability and thoughtful decision-making.

Stakeholder Communication and Partnerships

• Build trusted relationships with senior leaders, lines of business, control functions, regulators and external partners.
• Present clear, concise and evidence-based reporting, recommendations and decisions to executive, Board and governance audiences as required.
• Keep stakeholders informed of significant concerns, privacy matters, pricing exception themes, emerging risks and required actions.
• Maintain an external peer network to monitor complaint, privacy, NPS and Member experience practices and emerging industry expectations.
• Manage relevant service providers and partnerships, including performance, service levels, risk requirements and issue resolution.

Key Accountabilities and Measures of Success

• Fair, timely, consistent and well-documented resolution of escalated Member concerns and complaints.
• Reliable NPS and Voice of Member insights that result in clear ownership, action plans and measurable experience improvements.
• Consistent, appropriately authorized and documented pricing exception decisions.
• Strong compliance with complaint-handling, market conduct, privacy, fair treatment and internal policy requirements.
• Effective control execution, audit readiness, regulatory reporting and timely remediation of identified issues.
• Reduced recurrence of systemic concerns through root-cause analysis, employee coaching and process improvement.
• An engaged, capable team with strong judgement, investigative, analytical and stakeholder-management skills.

Knowledge, Skills and Abilities

• Strong knowledge of complaint management, Member relations, market conduct, fair treatment of customers and privacy practices in a regulated financial services environment.
• Demonstrated ability to lead complex, sensitive and high-risk investigations with objectivity, discretion and sound judgement.
• Strong analytical capability with experience interpreting NPS, survey, case-management and operational data to identify themes, root causes and actions.
• Ability to balance Member, business, regulatory, financial and reputational considerations when assessing concerns and pricing exceptions.
• Highly developed written and verbal communication, facilitation, negotiation and influencing skills across executive, employee, regulator and Member audiences.
• Proven people leadership, coaching, performance management and talent-development capability.
• Experience designing and improving processes, controls, reporting, service models and governance practices.
• Ability to remain calm and decisive in complex, ambiguous, deadline-sensitive and conflict situations.
• High attention to detail, sound prioritization and disciplined documentation practices.
• Proficiency with Microsoft productivity tools, dashboards and case or workflow management platforms; familiarity with Meridian platforms is an asset.

Education, Experience and Professional Qualifications

• Undergraduate degree in business, finance, law, public administration or a related discipline, or an equivalent combination of education and experience.
• Eight or more years of progressive financial services experience, including significant experience in complaint resolution, Member or customer relations, privacy, risk, compliance or experience management.
• At least three years of people leadership experience, preferably leading professional or specialized teams.
• Demonstrated experience managing complex investigations, regulatory or executive escalations and sensitive stakeholder matters.
• Experience with NPS, Voice of Customer or Voice of Member programs, including insight generation, reporting and action planning.
• Working knowledge of applicable Ontario credit union, privacy, market conduct and complaint-handling requirements.
• Privacy, compliance, risk, mediation, investigation, process improvement or change-management certification is an asset.

This role represents an existing vacancy. Internal candidates are being considered as part of our standard process.

Salary Range: CAD $95,000.00 to $135,000.000 annually.

Compensation for this role is based on a combination of skills, experience, and internal equity. Candidates with stronger alignment to the role’s requirements may be placed higher within the range. Your recruiter will share more information about our total rewards package during the hiring process.

Office Location:

St. Catharines Corporate Office located at 75 Corporate Park Drive, St. Catharines OR;
Toronto Corporate Office located at 3280 Bloor St W, Etobicoke, ON.

Meridian has a remote work policy that allows flexibility for employees to work remotely but also requires regular time in the office for purposeful meetings to collaborate, innovate and build effective relationships with your team, your colleagues and your leader which is very important to us.

What's in it for you?

• We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success
• We provide you with the tools and technology needed to delight your candidates and clients
• You'll get to work with and learn from diverse industry leaders
• Hybrid work arrangements with in-person office time to collaborate, innovate and build relationships with your colleagues
• This isn't your typical "corporate" job. We work hard and we have fun!

Build the Future of Banking with Us

At Meridian, we’re not just adapting to the future—we’re shaping it. We see talent as a catalyst for sustainable growth, community impact, and future-readiness. As the financial landscape evolves, we’re looking for team members who bring:

• Embedding & leveraging technology – Confidence and willingness to learn and integrate AI and emerging technologies into new ways of working. Experience with low/no code tools like the Microsoft Power Platform and generative AI productivity tools like Microsoft Copilot is considered an asset
• Critical Thinking – The ability to analyze, evaluate and interpret information from various sources and apply logic and problem solving to make decisions.
• Data Driven– Leverage data and insights to identify, prioritize and improve member experience and business efficiency.
• Curiosity & Flexibility – Comfortable navigating and embracing change and uncertainty, ask more questions, explore more options. Continuously learn and grow.

Who we are:

Meridian is Ontario’s largest credit union, and second largest in Canada, helping to grow the lives of our more than 380,000 Members. Meridian has more than 80 years of banking history and is 100% owned by its members. With 87 retail branches and 15 Business Banking Centers across Ontario and $ 32B in assets under management, Meridian offers a full range of financial products and services to its retail, business banking and wealth members. With over 2200 employees and corporate offices located in Toronto and St. Catharines, Meridian has a track record of creating and delivering innovative new offerings and is committed to investing in the communities that we serve. Our plan is to build on our momentum as we deliver on our purpose - helping our members achieve their best life.

Find our story here: About Meridian

Experience the Difference!

Meridian committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to employing a workforce that reflects the diversity of our communities and Members in which we live and serve.

Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.

Please note that due to the volume of applications, only those under consideration will be contacted for an interview.

Thank you for your interest in Meridian Credit Union.

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