Episode #130: C-Suite Unplugged: Ian Burns, President & CEO of Connect First & Servus Credit Union

AlbertaBETTER

On this episode of the C suite, we welcome Ian Burns, CEO of Connect First and Servus Credit Union Limited, who shares his remarkable journey from working at a Costco in high school to leading a major credit union. Ian opens up about his educational background and the unexpected transitions that shaped his career, including a pivotal stint at TELUS. His story is filled with resilience, adaptability, and the importance of seizing opportunities, offering valuable lessons for aspiring leaders.

We explore some of the leadership challenges in the world financial services, as well as the transferability of business skills across industries and the critical role of customer service. Ian shares personal anecdotes from his time at TELUS, including innovative strategies during the 2005 strike. We discuss the current challenges faced by credit unions, such as balancing customer and employee needs, navigating economic hurdles, and addressing competition from fintechs and large corporations. The conversation also highlights the consolidation trend within the credit union sector and the strategies for maintaining a competitive edge.

The unique culture and operational model of credit unions takes center stage as we examine the advantages of member ownership over traditional banks. Ian explains how credit unions prioritize their members' best interests by being driven not by profits, but by principles of purpose, autonomy, and mastery. Looking ahead, the conversation touches on future growth, digital innovation, and the balance between technology and maintaining community ties, providing a comprehensive view of the long-term outlook for credit unions in Alberta.