Company: Loblaw

Location: Toronto, ON

Expected salary:

Job date: Thu, 15 May 2025 05:14:06 GMT

Job description: Referred applicants should not apply directly to this role.All referred applicants must first be submitted through Workday by a current Loblaw Colleague.When you hire great people, great things can happen.PC Financial offers unprecedented value to Canadians through payment products. We’re a different kind of bank with a different type of team—we’re collaborative and supportive and have the freedom and responsibility to thrive. Our purpose is to make the everyday simple and better for our customers, and we strive to make every dollar worth more.Proudly serving over 3 million customers, PC Financial continues to grow by offering payment solutions and services that reward our customers every day. As a subsidiary of Loblaws Company Inc., we share the CORE values of Care, Ownership, Respect and Excellence. We are dedicated to helping Canadians Live Life Well. Join us on our journey.*Our hybrid model requires this role to be in office 4 days a week with flexible working hours at our Bathurst/Lakeshore location.*In the Customer Support Centre of Excellence (CS CoE), we aim to provide PC Financial, PC Optimum, Loblaw Digital, Loblaw Retail, and SDM Retail customers an effortless experience in the moments that matter. We leverage technology, automation, and delivery optimization to improve customer and colleague experiences. We collaborate with technology and products teams to create synergy and deliver value. We are nimble, agile, and collaborative solving complex problems at pace. We run as one team, value diversity and dig deep to always know more.The work location for this role is 500 Lakeshore Blvd W., Toronto, ON and our hybrid model is 4 in office days and 1 remote.Reporting to the Director, Stakeholder Management & RPF, the ideal candidate will have working knowledge/experience of Contact Centre Operations, vendor and project management. The primary responsibilities will include overseeing the contract management process, ensuring compliance with defined terms, and managing the performance of the CoE’s vendors. The role includes work closely with other teams within the organization to identify opportunities for process improvement and implement changes as needed. The ideal candidate will have strong problem-solving skills and the ability to handle multiple tasks simultaneously.While collaborating with the CoE leadership team, and internal stakeholders, this candidate will support the maintenance of the existing roadmap. You will build strong relationships with internal and external partners (vendors) to enable delivery against performance targets. You’ll measure your success with KPI’s that includes vendor service level performance, customer satisfaction, financial performance, and successful execution of large projects through the change management process.We are looking for a motivated candidate that is a self-starter, has excellent communication and presentation skills. The right candidate will bring a strong mix of experience with vendor management in customer support, and a ‘roll-up-your-sleeves’ entrepreneurial approach.What You’ll Do:

• Manage established relationships with vendors through proactive management and governance practices, ensuring continued compliance with related Loblaw and PC Financial practices, policies, and procedures.
• As a supporting relationship manager, being aware of the internal partnerships to ensure that each outsourcing agreement is aligned with and inclusive of all supporting controls and enterprise requirements.
• A strong understanding of all terms and conditions of vendor contracts to provide subject matter expertise
• Responsible for the Change Management Process (Change Control Mailbox), to be primary lead for reviewing all change management activities for internal and external stakeholder initiatives impacting the outsourced partners and providing the Director with discrepancies.
• Leading the Vendor Governance Meetings, including review and discussion of results, service levels, IT issues, projects, compliance issues and all other relevant risks.
• Review all invoices against contractual terms for all vendors under management.
• Support the annual vendor risk assessment for all vendors under management to satisfy regulatory obligations and to ensure ongoing ability to continue operations as a service provider.
• Identify key drivers and collaboration with various business owners for all data points that drive operating costs and vendor activity (accuracy in establishing budget and LE targets).

What You Bring:

• University Degree in Business and or Operational/Project Management, or equivalent experience.
• 2-5 years of Financial (Banking) or Retail experience in vendor management, preferable within contact centre operations.
• 2-5 years of project management/change management.
• Excellent communication, presentation, and interpersonal skills, that demonstrate your professionalism, innovation, integrity and high energy.
• A collaborative nature, working with diverse teams from business leaders to individual contributor.
• You’ve got a growth mindset – you know there’s always a better way to do things and are willing to disrupt yourself or the status quo especially as it pertains to driving operational effectiveness that drive to an effortless customer experience an optimal Opex.
• You are willing to roll up your sleeves to get the job done.

Come and join a winning team who demonstrates innovation, energy, creativity and vision. We recognize the importance of a diverse workforce and we therefore encourage applications from Aboriginal Peoples, women, members of a visible minority and persons with a disability. We thank all applicants for their interest, however, only those selected for an interview will be contacted.PC Financial recognizes Canada’s diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants and colleagues with disabilities.In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.#EN #SS #PCF #ON