Credit Union Career Profile: Nicole Giesbrecht, Steinbach Credit Union

Nicole Giesbrecht 

Manager, Member Contact Centre Operations, Steinbach Credit Union 

Career: 

Start in the credit union system: 2011 
Start in the financial services industry: 2000 

In high school, Nicole considered becoming a lawyer while working part-time as a server. Around that time, a conversation with a financial advisor about RSPs led to an unexpected opportunity: the advisor encouraged her to apply at the bank. Nicole took that advice and began her career with TD Canada Trust as a part-time teller, where she gradually moved into a variety of roles and built experience across different areas of the business. 

In 2011, she joined Steinbach Credit Union as a Consumer Lending Officer and spent several years deepening her expertise in the role. She later stepped into an Assistant Manager position in Consumer Lending, where the guidance of a strong leader helped her transition from individual contributor to people leader, a pivotal stage in her career. 

Over time, Nicole began looking for ways to broaden her experience across the organization. That search led her to the Contact Centre, where she could once again work across multiple areas of the business, an aspect of her earlier career she had always valued. She has now been in her current role for nearly five years, and it has been a rewarding period of growth, learning, and new challenges. 

A typical day: 

A typical day in Nicole’s role is both structured and dynamic. While scheduled Teams meetings often shape her day, unexpected priorities regularly emerge and demand immediate attention. In a fast-paced environment like the Contact Centre, even carefully planned days can shift quickly. 

The Contact Centre is one of Steinbach’s primary points of connection with members, and Nicole collaborates with many departments across the organization to help deliver excellent service. That cross-functional work keeps each day engaging and underscores the value of strong internal partnerships. 

Nicole also values the opportunity to work alongside a leadership team that is driven, knowledgeable, and deeply committed to both employees and members. Supporting and developing that team is a meaningful part of her role, whether through quick day-to-day conversations or more structured coaching focused on problem-solving and capability building. 

Data and reporting are also central to Nicole’s daily work. She regularly reviews trends, identifies gaps, and looks for opportunities to improve performance. Although she enjoys working with data, the most rewarding part of her role is supporting her team and serving Steinbach’s members. 

Continuous learning and improvement: 

Nicole brings a natural curiosity to her work, which has played an important role in her ongoing learning and growth. By staying open to new ideas and experiences, she continues to expand her knowledge and build new skills. 

Throughout her career, she has taken part in several impactful development programs that have reinforced key leadership principles and challenged her to grow. Her credit union also offers a strong learning platform with access to a wide range of resources, from short targeted modules to more in-depth training, which she actively uses. 

When Nicole encounters a challenge or unfamiliar situation, she takes a proactive approach by seeking out resources and perspectives that can help guide her thinking. She also draws on the tools and frameworks she has gained throughout her leadership journey to shape a thoughtful and effective path forward. 

Keys to success: 

Nicole says strong collaboration, both across the organization and beyond, has been one of the biggest contributors to her success. Leading a Contact Centre has given her the opportunity to build and strengthen relationships across departments and throughout the industry. She values collaboration as a way to deliver a seamless, high-quality member experience, and she uses her understanding of how the business connects to drive better outcomes. 

Recommended reading (or other resources) for young leaders: 

Nicole recommends eLeadership Academy and Leadership First as valuable resources for young leaders. After hearing a presenter, she often follows them on Instagram or LinkedIn, which frequently leads her to other helpful voices and connections.  

Guiding principles: 

Nicole’s leadership is grounded in authenticity, which helps her build trust and credibility with the people she leads and serves. She is committed to developing others and supporting them as they grow along their own paths. By fostering a supportive, high‑performing team environment, she helps ensure that members receive consistently high‑quality service.