Senior Manager, Business Performance

Referred applicants should not apply directly to this role.

All referred applicants must first be submitted through Workday by a current Loblaw Colleague.

Location:

500 Lakeshore Blvd. West, Toronto, Ontario, M5V 2V9

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.

In the Customer Support Centre of Excellence (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.

Why This Role is Important

This individual will be the lead collaborator between the line of business and the COE, responsible for the management of financial performance and delivery of a crafted customer experience. They will lead the intake process and establish a governance framework to manage requests for line of business initiatives, identify impacts and lead implementation across the Customer Support COE (including vendors) and ensure execution.

The primary business line of focus will be PC Optimum and Retail.

What You'll Do:

• Maintain a long term, strategic, and tactical view of the change in order to identify risks and opportunities
• Lead all aspects of change management governance - ensure process and change management audit requirements are met and risks mitigated, documentation is appropriately updated and communicate to management of any potential risks or audit implication
• Develop relationship network as required by dealing with individuals at all levels of the organization and vendor/partner organizations
• Identify and handle execution of operational improvements to ensure that they deliver operational efficiencies
• Handle concerns within the organization and vendor/partner organizations through strong, professional communication and leadership skills
• Work with internal departments on new initiatives to identify impacts, support the rollout of the initiative and supervise quality of implementation in all channels
• Accountable for ensuring the team is effectively used, processes are continuously assessed and new technology applied to effectively deliver the appropriate governance and control
• Use the data gathered in change readiness and impact assessments to advise design, planning and implementation of activities and priorities.
• Provide mentoring and general support to direct reports to enable engagement, skills development and achievement of performance objectives.
• Accountable for delivering continuous process and service improvements, optimizations and efficiencies

What You Bring:

• Proven ability to make sound business decisions based on quantitative and qualitative information
• Experience managing multiple internal and external relationships, including the ability to work closely with a variety of partners to achieve common business objectives
• Ability to quickly adjust from working in a detailed hands-on manner to a strategic manner when required
• Strong computer proficiency with Microsoft Office tools (Word, Excel & PowerPoint)
• Strong interpersonal and communication skills, both written and verbal, and ability to influence and engage cross-functional teams and at all levels of the organization
• Well-developed presentation and interactive skills sufficient to present both factual and conceptual information/ideas
• Familiar with Salesforce (Service/Financial Service Cloud) and Loyalty platforms preferred
• Strong organizational and project management skills with the ability to prioritize, balance conflicting tasks, and manage internal and external partners
• Experience with contact centre operations is preferred
• Minimum 4-6 years related experience
• Ability to work on multiple projects concurrently within a constantly evolving environment
• Ability to identify, diagnose, and quickly mediate problems and issues that arise in projects, teams, and activities

Come and join a winning team who demonstrates innovation, energy, creativity and vision. We recognize the importance of a diverse workforce and we therefor 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.

Number of Openings:

1

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.

Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.