Manager, Loyalty Supplier Management & Operations

RBC•Toronto, ON

3d•Onsite

About The Position

As Manager, Loyalty Supplier Management & Operations, you will join a team of supplier managers and be responsible for supplier management disciplines corresponding to assigned cards & loyalty suppliers/partners, ensure contract reporting/compliance requirements are met, monitor/report on supplier overall performance and service levels. You will also be accountable for establishing end-to-end operational processes that cross RBC functional areas and the supplier. Additionally, you will act as a subject matter expert/lead on projects to help deliver and execute the cards & loyalty strategy. Please note that this is an in-office role with a minimum of 4 days in office per week.

Requirements

Project work experience in clarifying requirements and understanding technical solutions
Out of the box thinker, with a growth mind-set
Proven ability to work effectively in a fast paced and changing environment
Canadian Banking Operations experience
Problem-solving skills, strong attention to detail, and ability to accurately define problems, identify relevant factors and objectively consider alternatives and the impact of possible solutions
Excellent analytical mindset and keen ability to execute quality documentation
High level of initiative, be proactive, possess motivation and ability to influence change, executing with a sense of urgency
Able to work in less structured environment, ability to handle ambiguity
Technologically self-sufficient with experience using MS Excel, Word, PowerPoint and SharePoint

Nice To Haves

Card Operations knowledge or experience
Loyalty & Rewards background or experience
Third-party performance/relationship management experience
Invoice and reconciliation experience

Responsibilities

Ensure adherence to all RBC’s Third-Party Policies and Standards, completing required artifacts (e.g. SRMA, NSTP, etc.) and compliance activities
Create detailed requirements for projects both at RBC and, if needed, with the supplier
Be accountable to create and manage any risk findings created as part of the annual supplier risk review or identified outside of the annual review process
Ensure all identified supplier risks (e.g. Privacy, Info Security, etc.) are documented and remediated in a timely manner, and supporting documentation is provided to Project Managers and Business/Product Owners
Be responsible for the monitoring of Supplier SLA’s and where needed working with supplier to collect any penalties owed to RBC and to ensure remedial actions are taken to ensure future compliance
Acts as the RBC Subject Matter Expert/lead on projects to help deliver and execute the Cards & Loyalty strategy
Ensure formal Change Management protocols are established and coordinate RBC approvals on RBC/Supplier Change Requests, business requirements, test plans and Policy & Procedure documentation are required
Work closely with our Digital teams and other functional partners to communicate any supplier system changes that may impact the Cards & Loyalty ecosystem and have negative impact on client experience
Be accountable for the ongoing monitoring and approval of supplier spend/invoices, ensuring that supplier invoices are accurate prior to payment as well as tracking supplier costs over time
Participate in annual forecasting and planning activities with Finance if spend is material
Ensure supplier spend is optimized depending on how contracts are structured, this can include ongoing work
Provide operational and project support in the end-to-end design and implementation of solutions/enhancements for the supplier/portfolio
Work with partners from Procurement and the Business we support to facilitate contract renewals and be accountable for the monitoring of contract expiry
Is accountable to ensure client escalations involving the Supplier are resolved
Responsible for ensuring that there is a resolution of any vendor technology issues impacting the portfolio
Develop strong and effective relationships with key business partners, ensuring a strong linkage and clear line of sight on upcoming initiatives